Imagine this scenario, a young woman is walking down the street on her way to work listening to music on her smartphone with her wireless headset while playing on one… read more →
Coaching in our centers can involve a wide variety of coaching activities and communication skills. Our agents may be focused on only one type of customer interaction or a blend,… read more →
Imagine your customer’s interaction with you as a story. It has a beginning—when your customer first contacts your company—and an ending—when their interaction with you is completed. It has a… read more →
Interactive Intelligence has received Frost & Sullivan 2016 North American Cloud Contact Center Visionary Innovation Leadership Award. Frost & Sullivan selected Interactive for the award based on the visionary innovation… read more →
I recently came across the Japanese terms genchi genbutsu and genba; they’re both key principles of the Toyota Production System, which comprises Toyota’s management philosophy and best practices. While they… read more →
Note to reader: This series of blog posts is based on the results of research undertaken by Peter Lavers and Intradiem for a customer centricity webinar that aired live in… read more →