Blog: Contact Center Software

Customer Contact Week -- a conference focused on customer experience and customer care technology and trends -- recently celebrated its 20th anniversary in Las Vegas. So, how has the customer...

Offshoring operations to other countries has long been considered a solution to rising labor costs and an opportunity to free up internal resources. But before moving business processes to a...

IBM may have made headlines for calling employees back to the office, but there are plenty of firms that still encourage remote work. In fact, 43 percent of employed Americans said they spent at...

When I started in the customer care industry many years ago, the quality of the person hired and how they were trained was paramount. Today, that is truer than ever. When a customer reaches out and...

The healthcare industry is getting a long overdue digital makeover. Reacting to pressure from consumers’ heightened expectations of digital, omnichannel experiences, healthcare providers are...

Most executives recognize the importance of differentiating the customer experience. Unfortunately, far too many companies are stymied by organizational silos, inflexible technologies, and other...

I’m excited about the upcoming Enterprise Connect conference where I’ll be participating in a panel discussion that will explore the business case for moving an organization’s...

Leaders often use the terms ‘multichannel’ and ‘omnichannel’ interchangeably, as if these two strategies define the same customer experience approach. However, as those...

Many organizations have been won over by cloud computing's promise of cost-efficient, on-demand data resources. At the same time, the market is still growing, with organizational leaders...

Innovation is a key component to any organization’s growth; however, failure is intrinsic. According to Brian Solis, principal analyst at Altimeter Group, the root problem with many companies...