Gain new perspectives on AI, Five9, and cloud technology here on our blog. With new contact and call center blogs, we continually offer industry guides and tools for customer experience to provide new insights to your team.
The following post by guest contributor Brendan Read, Frost & Sullivan Industry Analyst, is the third and final in a series examining the “virtuous intersection” of customer experience and profitability.
The following post by guest contributor Brendan Read, Frost & Sullivan Industry Analyst, is the first in a series examining the “virtuous intersection” of customer experience and profitability.
The following post by guest contributor Brendan Read, Frost & Sullivan Industry Analyst, is the first in a series examining the “virtuous intersection” of customer experience and profitability.
The following post is from guest contributor, Sheila McGee-Smith, President & Principal Analyst, McGee-Smith Analytics. You can follow Sheila on Twitter @McGeeSmith.
By Edwin Margulies Peer-to-Peer Community software has proven to be a great way to leverage the power and knowledge of your customers, advocates, and experts in a collaborative way.
by Lance Fried Agent retention has long been one of the most important topic conversations for contact center managers and supervisors. Recruiting and training expenses alone can cost an organization a fortune. Not to mention the ongoing agent morale issues that go hand in hand with high agent turnover rates. Social agent turnover and the costs associated with high rates are caused by new fundamental channel-specific issues that traditional contact center management have to now consider.
