Customer Contact Blog

Top 5 Best Practices for Superior Quality Management

Christina Cowell, Director, Workforce Optimization, Product Management, Aspect     It should come as no surprise that the customer experience is rapidly becoming the most important contact center objective. To make matters even more challenging, the...

How Improv Made Me a Better Call Center Agent

By Evan Watson Library Research Coordinator Duke University Press Former Lead Advisor - Member Service Association of International Certified Public Accountants   Contact center agents should absolutely never make up answers when speaking with customers. This is...

The Five Cs of True Omnichannel Experiences

By Samantha Starmer Vice President of Design - Digital Commerce and Identity Capital One     When I first started designing omnichannel experiences just over 10 years ago, I couldn’t find much guidance. Mobile was still nascent; neither the iPhone nor the...

Omnichannel: Are We There Yet?

By Wendy Shlensky, Vice President, Analyst and Advisor Relations, HGS In October, I facilitated a session at the Frost & Sullivan Executive MindXchange entitled The Digital Transformation Struggle, Addressing the Omnichannel Gap. Before the session, I was concerned...

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