The 5-Point Customer Experience Health Check for Contact Centers
The 5-Point Customer Experience Health Check for Contact Centers Often when thinking about customer experience most of the thought is dedicated to the online experience,
The 5-Point Customer Experience Health Check for Contact Centers Often when thinking about customer experience most of the thought is dedicated to the online experience,
As humans, we often overestimate our performance. This phenomena has been studied so often, it has a name: the Dunning-Kruger effect. The Dunning-Kruger effect states
In a world where technology continues to evolve, most companies are currently experiencing a digital transformation. However, companies aren’t made up of just one channel
Defending the phone channel presents various challenges, especially due to the fact it is grounded on human interaction. Fraudsters know the call center is the
As companies move to compete on customer experience as a strategic imperative, it has become a top priority for a large percentage of enterprises. We
What do we mean by the conversational economy? This is an economy driven by interaction. Currently, that means always-on internet connectivity, access to products and
As the conversational economy grows and intertwines within businesses, it becomes more and more clear that this won’t be an entirely easy path. There are
We all know KBAs, or knowledge based authentication questions, are outdated – but can you imagine a world that relies solely on an authentication method
With the impending stresses of Black Friday, Cyber Monday, and other holiday shopping activities on the horizon, it is easy to forget to consider that