Tag: Ovum

Where contact centers are missing the mark with customer care - 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...
Humanization

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...