“What we believe is driving this renewed interest, or renaissance, if you will, in QM is an industry focus on employee engagement that is driving the majority of operational changes in the contact center.”

Friday, 09 March 2018 09:17

Babylon, Black Ink And Biometrics

“In the contact center, authentication issues have become of paramount importance as such security techniques as passwords and ID numbers are increasingly proven to be ineffective in the fight against fraudsters.”

Monday, 05 February 2018 09:26

What Would Miss Manners Say?

“Surprisingly, how to address a customer during an interaction is not part of agent training in the majority of contact centers.”

Monday, 08 January 2018 10:06

Contact Center 2018: A Fireside Chat

“The contact center has become a focal point of business intelligence.”

Monday, 04 December 2017 11:42

2018: The Times They Are A-Changin’

“Back in the dark days, contact center employees were considered to be disposable assets, easily replaced by a revolving door in the human resources department.”

“These are men and women who’ve sacrificed so much for our country, they deserve the dignity of work and financial stability for themselves and their families.”

“True cloud contact centers are built as cloud native platforms, not premises equipment that’s been moved to the cloud and offered at a monthly charge.”

“The most significant awards are those that not everyone wins. That means the company that won the award has truly differentiated itself and has earned external validation for its product or service.”

“While HAL was able to converse naturally with people on any imaginable topic, the conversational user experience with AI still isn’t there and probably won’t be anytime soon.”

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