HOW TO MAKE YOUR CONTACT CENTERS MORE EFFICIENT
Picking the right contact center platform can be a hassle. It’s so difficult to tell which features are crucial to smooth operation, and which are
Picking the right contact center platform can be a hassle. It’s so difficult to tell which features are crucial to smooth operation, and which are
In an interview with Harvard Business Review, economists Andrew McAfee and Erik Brynjolfsson outlined their vision for the future of the labor market. They argued
Customer Experience is the phrase that everyone’s talking about. Engaging with customers is no longer simply about offering your service; it’s about giving the customer
It seems like they are everywhere these days. Satya Nadella said they were the new apps. Mark Zuckerberg has made them a pillar of Facebook’s future. So just
I admit it. I’m an IT guy who really doesn’t like being on call. For many years I ran the IT function for a 24x7x365
Do I call the 1-800 number or go to the web? If I call, how do I avoid the menu system and get straight to
We see flashy versions of it in the movies. We see pieces of it popping up here and there. But when are we ever going
Today’s technology and traditional market research techniques are being combined and adapted in unexpected ways. Imagine, for example, getting a follow-up call after being pulled
“My coffee, please, Jarvis.” In the movie series Iron Man, billionaire inventor and businessman Tony Stark relies routinely on his virtual personal assistant, Jarvis, to help
Rising labor costs combined with generational preferences and new technology are bringing disruption into the customer contact solutions market. Tightening labor conditions and government decisions
In a November 2015 interview with The Telegraph, Michael Dell expounds on the new “data economy” and the opportunities available by combining human ingenuity with the power of
For this week’s post, we asked some of the fantastic people that work here at Humach one simple question: “What show are you completely hooked
Let’s state the obvious: To deliver great service, you first must understand how a business runs—becoming one with it. A service provider has to know
