Contact center

Ian Jacobs – Forrester
One of the most pressing challenges for contact centers concerns contact center analytics. In a channel-agnostic and increasingly digital contact center context, data regarding call handling times, transactional measures overall and channel usage aren't enough. Cross-channel interaction analytics become key and agent performance needs a different measurement approach. The...
Forrester customer experience measurement infographic – NPS and CSAT not enough
On top of being incredibly important, the customer experience is also one of the hottest topics in 2015. Customers, what they expect from businesses and how their behavior has changed are major driver of digital marketing transformation and even take center stage in many digital transformation projects overall. Virtually everyone...
Where contact centers are missing the mark with customer care - Ovum
Contact centers are facing numerous challenges as customers become more expecting, display channel-agnostic behavior and use an increasing number of unstructured communication channels and data formats. As the contact center keeps going through digital transformations whereby "simple" tasks and processes get automated, channel preferences gradually shift and the fight to...