Contact Center Strategies, Part 3: Quality and Performance Management

Most consumers intuitively recognize the value in a great customer experience. They want to interact with brands that deliver it, and they recommend those brands to their friends and family. ContactBabel’s new study, “The US Contact Center Decision Makers’ Guide 2016,” addresses how customer satisfaction has evolved in recent years to become the No. 1 … Continued


Hosted Contact Center Market Set to Flourish

Contact centers, both in-house and outsourced, help enterprises in many ways—from providing a better customer experience to increasing productivity to providing the latest technologies for generating valuable business intelligence. When the contact center is hosted in the cloud, additional benefits abound, such as assured disaster recovery, ease of compliance management, and greater scalability and flexibility. Company … Continued


Contact Center Strategies, Part 1: Multichannel Workforce Management

By now you know that your contact center strategy must be focused on the methods and solutions you employ to improve the quality of the customer experience. What this means for your 2017 strategy is more of the same: more insights into each customer and Communicator so you can better meet their needs and grow … Continued