Customer Experience Takes the Lead Over Productivity

Improving the customer experience has long been the siren’s call of industry analysts and B2C enterprises, but when out of the spotlight, most would have admitted that driving new revenue, cost reduction and risk avoidance were their primary objectives. However a new day is dawning. …


Changing the Face of Workforce Optimization

Einstein said it best, “Everything should be made as simple as possible, but not simpler.” There is an art to simplifying the unnecessary complexity out of our lives, and it usually involves lots of break-rock work to get there. It’s true for astrophysics and it’s …


A Risky Game: Gamification in the Contact Center

In the past few years, there has been significant discussion about gamification as a potential tool for enhancing workforce productivity. Most people have an initially positive visceral reaction to the idea, because we have all experienced the thrill of winning at a challenging game and …