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Considering that companies today are now offering several products from several points of contact, measuring the customer experience may sound complex, but it doesn’t have to be!
The beginning of the year is often a time when we take a step back to have a fresh start. It is therefore a good period to eliminate things that aren’t useful and review our ways. So why not take advantage of this moment to do a good clean up of our workforce tools and processes, in order to start the new year off right?
Mapping the customer journey may seem like an abstract concept, that comes from major business schools. However, it represents an…
Intraday automation is the best way to successfully overcome the real time challenges contact centers face while improving customer experience.
For many managers, the arrival of autumn announces annual business planning period. This important and critical period allows managers to identify all the necessary initiatives to support the company in its strategic and business objectives.
Transforming their operations into a multi-channel contact center is a critical decision.
What are the implications of not evolving into a multi-channel contact center? What are the key elements for success?
In order to succeed and differentiate ourselves, we must be innovative and have an exemplary customer roadmap.