With the world’s largest work from home experiment beginning, many companies and employees find themselves in unknown waters. Can workers be as productive remotely? Will they still be able to access all the systems and data needed for their job? How will they communicate without coffee breaksfalse
Read more
Many customer service departments and agents feel underappreciated and it’s no surprise. Upper management often sees contact centers as a department that does nothing for the bottom line.
Read more
There's a lot going on in the customer service world. New technology, rapidly changing customer expectations and an increasingly competitive environment means staying on top of change is critical to today's companies.
Read more
The hottest term in customer service in 2019 was “customer experience” or “CX” (not to be confused with the Mazda CX in Google search results).
Read more
Enterprise search is a tempting solution for many companies. It promises a quick fix to data silos and doesn’t require migrations, switching software or any dramatic changes to your daily work.
Read more
ICMI is always a great source of inspiration and fun and Contact Center Connections in Chicago was no exception. The conference opened on Monday October 28th with a series of workshops and tours throughout the day while the expo hall only kicked off in the afternoon with a fun opening day party.
Read more