Is there #VoiceShrinkage in the Contact Center?
Here’s a simple question: Are contact centers handling more or fewer calls...
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5 Ways the Phone Call’s Role is Changing in Customer Service
For decades, the phone call was the dominant choice for getting customer...
10 Important Contact Center Statistics for 2015
In light of today's webinar on the top 4 contact center trends...
Does the Call Center Need Visual IVR?
The IVR experience (“press 1 for this… press 2 for that…”) has...
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How to Creatively Use Multi-Channel Call-Backs
Voice, email, Twitter, Facebook, webchat… at this point, a vast majority of...
Why Omnichannel and Multichannel Will Mean the Same Thing
For many years, the contact center industry has been using the term...
For Contact Centers, Multi-Channel is the New Normal
In a few years, the term "multi-channel" will be a relic. Why?...
3 Mega-Trends Defining the Contact Center’s Future
I just returned from Frost & Sullivan's Contact Center Executive MindXchange, where...