Pete Wermter

Five Best Practices to Consider Before Adding New Digital Channels

The dramatic shift in customer expectations over the last year is causing companies to rethink the way they engage with customers using cloud contact center software. Rising demand for personalized service and convenience is driving brands to meet over customers’ preferred channels, which is...

CX Efficiency in the Contact Center: Are You Asking the Right Questions?

The quest for contact center efficiency goes at least as far back as the introduction of computer telephony integration (CTI), which first landed in the market in the 1990s. CTI’s premise was simple: Deliver call center agents not just the phone call, but also...

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