By Michael DeSalles, Principal Analyst, Frost & Sullivan | Nov 28, 2018 | CCS, CCW
A FROST & SULLIVAN WHITE PAPER EXCERPT Introduction and Purpose Today’s customers are more concerned than ever about how companies use their data and track their activities online. While security has traditionally been viewed as the responsibility of the IT...
By Katrina Schiedemeyer, Customer Quality Analyst (VOC), Oshkosh Corporation | Nov 28, 2018 | CCS, CCW
With the constant hustle and bustle of the workday, it is often difficult to determine the root cause of employee turnover and limited employee engagement. Organizations often begin their employee retention efforts by focusing on a competitive salary and offering a...
By Matt Beckwith, Director of Customer Experience, Clark Pest Control | Nov 28, 2018 | CCS, CCW
I have been called a glutton for punishment because I call a contact center every day of my career. No way. The lessons I’ve learned calling other contact centers have proven invaluable. I wouldn’t have had the career I’ve had without the years of “competitive...
By Acquire BPO | Oct 22, 2018 | CCW
Leveraging the right blend of human touch and automation can help deliver effective, personalized customer experiences. While IBM predicts that 85% of all customer interactions won’t involve a live agent by 2020, the real value of automation and artificial...
By Acquire BPO | Oct 19, 2018 | CCW
Knowing where to best communicate with your customers is essential in running a successful business. But keeping up can be difficult given customers tend to move across devices and channels such as phone, email, chat, mobile apps, SMS, IVR, social media, video chat...
By AndrewKokes, Global marketing leader, HGS | Oct 19, 2018 | CCW
Communication is evolving. It is no longer enough to interact with customers through voice and email. Today’s customers are turning to alternate channels for queries and purchases. Millennials are now the largest working demographic. This massive pool of wage-earning,...
