When it comes to making operations more efficient, most executives know they need to leverage data to identify areas of improvement. Data collection and storage is manageable, but executives can easily find themselves with a mountain of information and more questions than answers. How do you move from the collection phase to extracting insights and […]
Springtime is traditionally a time of renewal, refreshment and rebirth. We think about spring cleaning our homes, offices, cars and anywhere else we have spent a lot of time during the long and often gloomy winter days. And now that spring has sprung we see flowers in bloom, hear birds singing once again, and look […]
When you close your eyes and imagine a contact centre, what do you see? Is it a dim and dusty room filled with rows of headset wearing agents, half-heartedly responding to customer complaints? Or, is it a buzzing and dynamic environment equipped with 21st century customer engagement and analytics technology that empowers businesses to predict customer […]
It’s time to open the possibilities of your contact centre with an omnichannel approach Many of us rely on GPS navigation while driving to avoid getting lost on our way to a destination. However, a good GPS isn’t static; it will offer up alternate routes depending on things like traffic and road closures. Essentially, it […]