Tag: Ovum
Evolutions in the contact center: live chat, social and beyond
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...
Digitalization and the human element in digital change
One of the key reasons technology implementations, digital transformation efforts, IT projects, customer service or experience optimization plans and digital business projects fail is the lack of attention for the essential human component.
It's a...
