When I had trouble with my internet connection last week it made me wonder how those big companies were doing with their global customer service operations.
Teladoc was faced with a specific challenge: Implement a new contact center solution in only 45 days, while entering the busy season in the healthcare industry.
In case you missed it, last week Sheila McGee-Smith presented at the Five9 2017 Sales Kickoff and then I sat down with her to discuss more contact center trends.
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?
Technology has boomed with iPods, social media, Bluetooth, cell phones, and much more. All of these technology trends have paved the way for the changes made over the years in the contact center industry.
Imagine you’ve just purchased a brand new coffee maker and you can’t wait to start brewing a fresh pot. When trying to set it up, you realize a crucial part is missing from the box. You reach for your phone and tweet at the company right away because they should know your dissatisfaction.
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...
