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Voice of the Customer Programs Need to Become Proactive
Everyone has some form of feedback program in place. Most, however, are to put it politely “lacking in sophistication and provide little if any value”. …
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Start Unlocking the Incremental Value of a WFO Suite
Wouldn’t it be great if an agent with only 2 minutes left on their shift doesn’t get routed a complaint call that will likely take…
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The Research Dilemma
An overwhelming amount of research by multiple leading analyst companies means business leaders, especially software company leaders, find it hard to pick the right research…
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The $12 Trillion Experience Economy Opportunity
The global experience economy is projected to reach $12 trillion by 2028, up from $5.2 trillion in 2019. It’s time for your technology to realize…
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The Era of the Super CMO
It’s the era of the Super CMO!
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Microsoft Teams + Contact Center. Does it Actually Make Sense?
The dissolution of the front- and back- office divide, so anyone can be customer facing, is important for business success and better customer (and employee)…
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Scaling Up The Connection Between Employee And Customer Experience
The value of having happy, engaged employees is obvious: Engaged, satisfied staff deliver better customer service, which drives business success. Yet, creating the experiences that…
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Customers Are Demanding Effortless Experiences—Here’s What That Means
In a recent report, McKinsey perfectly captures the need for an improved customer experience in today’s marketplace: “The recent shifts in consumer behaviors and expectations brought about…