Matt McConnell

The Intersection of Humans and Technology – The Future of Customer Service

Every few years, a new customer service channel arrives on the scene with claims that this technology will be the main service channel and the future of customer service. We've heard the same argument for decades, yet agents remain at the heart of the...

The Call Centers’ Missing Link Between Insights and Actions

Call Centers are sitting on a goldmine of opportunities. Day after day, centers create enormous amounts of real-time data that could be leveraged to drive maximum levels of productivity. Yet, most call centers are not able to capitalize on this wealth of information at...

The Call Center of the Future is Here and Not Going Anywhere

We have long heard the death of the call center is near, but are these claims actually valid? Articles dating back to 2000, and even as recently as last month, are singing the same tune; the call center is fading and being replaced with...

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