Five Reasons You Should be Using Cross-System Customer Engagement Analytics in your Contact Center

Rich Guth
Written by Rich Guth
on 17.08.2017

There is a lot of talk about using analytics to improve operations and business performance in the contact center, but most companies are barely scratching the surface when it comes to making good use...

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Next Generation Contact Centers: Technology Enabled, Context Driven, and Customer Focused

The traditional idea of a contact center brings this image to mind—a large room, cubicles arranged in orderly fashion, agents sitting before a computer with headphones, numerous voices echoing in the ...

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