By Scott Merritt, Vice President, Global Head of Automation, Jacada | Sep 17, 2019 | CC, CCE, CCS, CCW, CX Blog
Recently, Head of Automation Scott Merritt sat down with the TechTalk team and discussed the ways in which organizations seek to benefit from customer service automation. Most of us think of automation as the software that enables us to request an Uber on our mobile...
By DATAMARK | Aug 8, 2019 | CCW
Fortune 500 enterprises and government agencies need to stay focused on core competencies, so these types of large organizations often outsource call center functions to specialized service providers. The alternative is to handle multiple costumer communication...
By DATAMARK | Aug 8, 2019 | CCW
Your organization has grown over the years, and you have agents scattered at offices across the country (or around the world), answering customer inquiries and resolving problems by phone, email and through social media channels. But now it’s reached the point where...
By Gary Robbins, Partner, Global Brand & Demand Solutions, Frost & Sullivan | Jul 16, 2019 | CCE, CCS, CCW
As Artificial Intelligence creeps into our lives, it’s easy to envision a world where machines start to take over, calling the shots and determining the direction and outcomes of our everyday experiences. However, there is no day where I think this would be a positive...
By Nate Brown, Senior Director of Customer Experience, Arise Virtual Solutions, Incorporated | Jul 9, 2019 | CCE, CCS, CCW
This guide will serve as a comprehensive starting point for Customer Experience Management. There are more and more business leaders being called upon to guide Customer Experience (CX) initiatives. It’s no longer an optional function of the organization, but it has...
By Aceyus | Jul 9, 2019 | CCW
The importance of the customer experience is always top-of-mind in the contact center industry. How well are we serving the customer? Are they having an outstanding experience? But what about the employee experience (or agent experience), which is equally important....
