Savings and Service Should Not be an Either/Or Proposition in the Contact Center

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In a recent New York Times article, author Kate Murphy disclosed an unsettling trend occurring now in the contact center industry: Many organizations are wittingly institutionalizing poor customer service to cut costs or monetize support. 

She cited an International Customer Management Institute (ICMI) survey in which …

Warum Outsourcer besonders von der Cloud profitieren

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Deutsche Unternehmen stehen der Cloud immer offener gegenüber, wie der aktuelle „Cloud Monitor 2016“ von Bitkom Research und KPMG belegt: Im vergangenen Jahr nutzten 54 Prozent aller deutschen Unternehmen Cloud-Dienste und die Cloud werde inzwischen als wichtiger Treiber für die Digitalisierung von Geschäftsprozessen wahrgenommen.

Entsprechend entscheiden …

What is a customer engagement center and why does your company need one?

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There are ample technologies in the market today that promise to deliver singular solutions to business problems or assure enhancement of customer satisfaction. But while companies can become paralyzed during the process of selecting solutions from the myriad of choices on the market, it is …

Aspect EQ WFO 8.2: A Major New Release of WFO Software from Aspect

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Aspect is announcing the general availability of Aspect EQ Workforce Optimization 8.2, with many important new features such as gamification, high accuracy forecasting of labor in non-voice channels and much tighter integration among WFO components. Aspect EQ WFO 8.2, which includes WFM, Performance Management, Quality …