The contact center industry has always needed to look forward. It’s a business so ingrained in the trends and innovations of every industry from healthcare, travel, banking, and more. But the Coronavirus pandemic forever changed our hopes for the future.
We understood that most industries were on the road to digitalization, but the crisis led to a tectonic shift in how people live. Social...
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Countless mentions of “digital transformation” gets us no closer to a clear understanding of what it is and its impact across an organization. Even more frightening, it seems that “digital transformation” is in itself transforming.
Thankfully, customer experience futurist Blake Morgan brings more clarity in her latest webinar, Accelerating Digital Transformation to...
Cybercriminals, hackers, and fraudsters are, if nothing else, adaptive. In a new study, the 2020 Verizon Data Breach Investigations Report, researchers identified...
A forward-thinking strategy is the best solution for overcoming uncertainty. For CX-leaders in the contact center space to overcome the fallout from...
The COVID-19 pandemic has accelerated change in customer service. Daily at-home life for customers and agents has forced organizations to look closer...
Sarah Jane Glynn of the Center for American Progress examines how gender, race, and sexuality biases foster income disparities despite the allure of America's equal opportunity promise.
Companies everywhere recognize that 'knowing your customer' is critical to today's business practices. Data quality tools and techniques are vital to that process.
One of the biggest challenges that telecom industry executives face is customer churn. While churn rates vary by country and by provider, annual churn rates for telecom companies average between 10 percent and 67 percent, according to the Database Marketing Institute. And while there are a variety of reasons that customers disconnect from wireless providers in particular - dissatisfaction with the quality of service, cost, poor customer support - the use of customer data and analytics is providing decision-makers with new ways to identify potential triggers for churn and opportunities to strengthen customer relationships.
