The most significant developments to date have been on the organization’s end. Examples in contact centers: The invention of 800 number (toll free) service and ACD routing systems in the late 1960s and early 1970s; the introduction of workforce management capabilities...
By harnessing what’s learned from interacting with customers, contact centers (call centers) have enormous potential to provide valuable intelligence and support to other parts of the company. Consider the value when the contact center: Helps operational areas or...
Call centers (contact centers) are growing. Here are a few samples of recent news stories: WLBZ2, Maine: http://tinyurl.com/3lcf93c Times and Transcript, New Brunswick: http://tinyurl.com/3dnfm4r ABC News:...
We are seeing the emergence of the greatest customer movement in history. Is your organization ready? Are you ready? Studies reveal that the vast majority of consumers now use search engines, social communities and feedback sites to better understand a company’s...
