Ross Daniels
The Long Game: Contact Centers Need to Evolve to Handle Volatility
Companies have been navigating increasingly complex workplace environments and volatile macroeconomics for several years. Now, we find ourselves facing yet another challenge with a potential economic slowdown. There are signs that this threat is starting to reverse the job market from the first half...
Leveraging Unprompted Voice-of-the-Customer Insights for a Connected Enterprise
Today’s customers want one consistent journey, but in order to provide this, the entire enterprise needs to operate in lockstep. However, many organizations still work in silos, using disconnected and outdated systems that make it impossible to connect and share data across departments. Now,...