Blog: Contact Center Software
Recent Posts
Let’s face it: Performance management typically doesn’t elicit cheers from employees. But what if it did? Letting employees know where they’re falling short is one thing, but...
The future of customer service rests on an organization’s ability to recognize and meet customers where they are. Incite Group’s 9th Annual Customer Service Summit in Brooklyn focused...
The benefits of cloud migration and cloud-based tools—faster deployment times, cost savings, scalability, true omnichannel and more—are clear for many contact center leaders. What&rsquo...
Organizations have realized the amazing benefits of providing customer-centric cultures that create moments of ‘wow’ for every step of the customer journey. But along the way, have we...
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...