I feel like one of the lucky ones…..but let me explain! Several years ago I moved roles to support a new Funds & Custody related product in a large global… read more →
Each May, the OpenText team enjoys the fantastic opportunity to support our long-time partner SAP at the SAPPHIRE NOW conference. Few companies can stage an event the size and scope… read more →
Seven strategies for building trust in contact centers from Magnus Geverts of Teleopti Every year I get the opportunity to meet with hundreds of leaders from contact centers from all… read more →
Should the technological evolution continue at its current pace, all contact centers, even those that pride themselves on being the best, will eventually run out of luck if they fail… read more →
Tommy Palomäki at Teleopti says it’s time to embrace the multi-generational revolution by attracting, nurturing and retaining the brightest contact center professionals, whatever their profile According to the International Customer… read more →
We are experiencing change all the time, and today, more rapidly so than ever. Products, technologies, the business landscape, expectations – they’re all in a constant state of flux. This… read more →
A recent McKinsey study of 150 call center leaders found that focused investments are needed to improve the skills of contact center agents in both service and sales, and to… read more →
I had the pleasure of attending a Forefront event in Dallas this fall. Forefront is a growing community of contact center Workforce Management and Operations leaders shaping the future of… read more →
Ben Willmott at Teleopti explains how action-based web tools are the new stars of the show when it comes to workforce management For today’s team leaders, every minute counts. Shifting… read more →
With increasing digitalization, the Internet of Things, artificial intelligence in the works in chat bots, etc., the question is: How will all this affect the call-center landscape? This will be… read more →