Use a CX dashboard to cut through the clutter
The disciplines of customer experience and employee experience wouldn’t exist without access to large amounts of data. That includes, increasingly, the insights generated by artificial intelligence (AI) and machine learning technologies. You can understand more about...
Building the “Frictionless” Organization—an Interview with Bill Price
Bill Price is a longtime friend and industry colleague in the customer service space. Bill was Amazon’s first global vice president of customer service and is the founder and president of the consulting firm Driva Solutions. He and David Jaffe authored The Best...
Forecasting the Contact Center Workload
Everything to do with getting resources right in a contact center begins with forecasting, predicting what the workload will be. Workload is what leads to how many agents are hired, what your schedule should look like, the number of workstations you need, even how...
Will Contact Center Fundamentals Change?
The technologies powering today’s always-on world, along with fast-evolving customer expectations, are dramatically changing the nature of how products and services are provided and supported. Many leaders are wondering where the trends and developments are taking us....