As consumers, we live in a golden age. It has never been easier to find, purchase, watch, or listen to what we want, when we want it. These are the “I want moments” where consumers are looking for information, entertainment, assistance, or something else. These moments matter to brands because this is when decisions are being made and preferences are being set—moments when brands  need to...
Contact centers are undergoing a digital transformation that reimagines customer engagement—but don’t count humans out. At ICMI Contact Center Connections, industry experts laid out the many ways that digital technology augments, rather than replaces, human associates. Here are the critical ways that technology can help companies be more human. An IVR evolution If one were to believe various publications, voice channels and...

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Effective Employee Training Must Support Personal Growth

As job functions continue to evolve, employees have come to expect more from the training programs designed to advance their skills. While these programs provide employees with the knowledge necessary to fulfill their roles, employees also crave engaging lessons that empower them to grow and develop along their personal career path. By establishing programs that sustain individual improvement, leaders demonstrate their investment in both the business and their employees, for they understand that each staff member supports the company's overall mission and bottom line. But what should these programs look like moving into 2016?