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Adapting to changes in the call center industry has become an annual requirement (this is especially true for organizations that stay in tune with the latest trends). Call centers experience continual transformation, from new technology to evolving consumer behavior. Now that we’ve entered the final month of 2014, I thought it would be fitting to share the top infographics that best illustrated the year we had.
So here goes … Continue reading
The call center industry relies heavily on understanding the trends that affect client communications and ultimately lead to customer satisfaction. With new technologies, channels, and expectations, it’s essential that leaders stay on top of their game to offer the best customer experience.
Here are the top 12 trends that contact center leaders need to understand and address this year, in order to stay competitive and deliver a great customer experience. Continue reading
Customer Relationship Management (CRM) solutions continue to grow in popularity, having benefited from a wave of new technologies. For example, in recent years cloud computing has made CRM less expensive.
Today, “big data” (managing collections of extremely large and complex data sets) is seen as the next major disruptive technology, as noted by Kimberly Collins, Vice-President at Gartner Research. Big data will change the way companies manage their relationship with customers, ultimately influencing the customer experience.
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