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Call Center Agents: Here to Stay & Increasing in Importance

The concept of a digital transformation for contact centers is currently creating a lot of buzz within the industry. Center leaders considering this strategy as a way to meet strict cost reduction goals must also consider the impact on agents and customers. While digital is touted to be effective for cost reduction and even improving [...]

Ever-Elusive Customer Experience ROI

When you're trying to get executive commitment for your employee and customer experience improvement initiatives, what's the first question they ask? Typically, it's something along the lines of: Why? What's in it for us? What's the customer experience ROI? If I spend money on those improvement initiatives, that takes money from some other initiative. Which [...]

By |January 25th, 2016|Best Practices / Metrics, Customer Experience, Featured|