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Customer-centric companies that want to improve their customer experiences are turning to their customers and prospects for answers. They are starting to use voice of the customer (VoC) data in...
Big Data is everywhere. Although the jury may still be out on the ROI of Big Data initiatives, one thing is clear: Big Data has the potential to add a lot of value in almost all areas across the...
Companies have the opportunity to leverage their contact centers to truly address customer needs – even predict and anticipate them – and those that do will optimize customer experience...
Customers today interact with businesses in many different ways, leading to numerous touch points and tremendous opportunities to improve their customer experience. If one considers the hundreds of...
Attendees at IQPC’s Call Center Week conference explored a wide range of topics, from cloud contact center platforms to workforce management. But, there were two themes that clearly echoed...
As we approach Call Center Week, we’re reminded of the dramatic changes in customers’ multichannel usage and behaviors in recent years that are posing interesting challenges – and...
Today, it is hard to escape all the chatter about Big Data. Every time I read an article or a news story around Big Data, I can imagine the frustration every marketer must face as they try to...