Do you remember how you booked travel and vacation 10 years ago? If you were booking hotel rooms, chances are you probably either called the hotel directly, or went to their website to reserve a room. One thing is for sure, you weren’t using a mobile app to do it. Needless to say, times have … Continuar leyendo Can Your Contact Center Afford Not to Implement Emerging Channels?
Categoría: Insights
Customer Experience: From Buzzword to Strategic Differentiator
What is it like to be your company's customer? If you were to call in to your center with a question; send an email with a complaint or concern, or attempt to reach out to you through Facebook or Twitter what would the experience be like? The Customer Experience far is more than just a … Continuar leyendo Customer Experience: From Buzzword to Strategic Differentiator
Gartner advises caution when buying text analytics software
SAP customers looking at the possibility of deploying text analytics software within their operations should be diligent about asking vendors lots of questions, according to one expert. Giving vendors the third degree is especially important when shopping for text analytics technology because there is a wide range of offerings on the market at various levels … Continuar leyendo Gartner advises caution when buying text analytics software
Contact center strives for strategic role in customer experience management
While the contact center might stand on the front lines of day-to-day customer interaction, it is often overlooked as a linchpin in a broader customer experience management (CEM) initiative, in part because of outdated perceptions of the organization as a cost center, not as a strategic resource. In fact, experts say the old-school view of … Continuar leyendo Contact center strives for strategic role in customer experience management
Why Do Agents Leave?
Agent attrition has long been a topic of concern for contact center management. Whether they trickle away or leave in droves, we're left wondering: Why? ICMI recently surveyed more than 400 contact center professionals to find out the top drivers of attrition. To find out more of what ICMI uncovered, purchase the 2012 report, or … Continuar leyendo Why Do Agents Leave?