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For Customer Experience, "Just OK" Is Not OK

Dec 18, 2012 4:13:39 PM

Recommended Fast Company article for all customer experience and contact center professionals: “For Customer Experience, "Just OK" Is Not OK,” by Camilo La Cruz.

Support is the new pre-sales

Dec 10, 2012 5:14:44 PM

[br][br]Good article from David Taber in CIO. These are excerpts. You can read the whole thing here.

The suits have taken over (or have they?)

Dec 7, 2012 6:15:26 PM

Sam Shead in ZDNet covered a Capgemni report that reveals that decisions around cloud are increasingly being made by people outside IT departments. The article, "Cloud decisions are no longer in the IT department's hands--the suits have taken over

Four Ways to Reinvent Service Delivery

Dec 7, 2012 4:25:56 PM

If you are involved with almost any form of service delivery, you should read the article "Four Ways to Reinvent Service Delivery" from the Harvard Business Review. The author's concentrate on innovations in health care and finance, but the...

Pole Position

Nov 30, 2012 5:25:32 PM

If you manage customer service or a contact center, you probably are either looking for strategic guidance on how to meet increasingly difficult goals (customer satisfaction in the age of social media and empowered users), or you already have a...

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