Rich Fox

How To Maximize Omnichannel for Your Call / Contact Center

If you have a Call Center, then you know the channels used by your customers are changing—clients aren’t just calling-in to speak to agents anymore! Is your Call Center prepared for this shift? According to Salesforce, 91% of clients would use an online support...

Contact Center Leaders Demand Meaningful Analytics that Drive Business Value

Call centers are undergoing a period of rapid change, driven by a number of technological and demographic transformations. Millennials, and to some degree Generation X, desire to communicate with organizations electronically driving adoption of new agent channels. Businesses, still wary of the recent recession,...

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