Mayur Anadkat

Thomas Edison once said “a vision without execution is a hallucination,” and I couldn’t agree more. Was he referring to the contact center industry? Probably not, but it is no less a relevant thought. Since the dawn of contact centers, the vision for the industry has always been to...

Metrics make the world go round. Don't just use vague jargon to define your market. Measure your money.

On the topic of customer experience, Gartner has just released its second ever Magic Quadrant for Contact Center as a Service, North America with Five9 positioned as a Leader.

I’ve traveled internationally plenty of times, been in many airports, but this time, recently traversing the Toronto airport, it was different. As I was leaving GTACC, Canada’s premier event for the contact center industry, I was blown-away by my horrific experience in this airport. I find it ironic that I just came from GTACC speaking about how customer experience is so critical to business, and then end up with the exact opposite.

It is time to modernize your contact center and you have a lot of options to consider to add to your current phone support. My customers are using email, chat, and social to name a few, so how should I support that?

It’s an understatement to say the world of customer service has changed. Today’s customer, including me, wants to be able to get a response, quickly from customer service via whatever technology is convenient.