KPIs Tag

Is your contact center system working against you? Research shows that agents’ No. 1 goal is helping customers – and their No. 1 challenge is struggling with hard-to-use tools. Agent desktops often lack contextual, relevant data to help them promptly solve customer problems—and capitalize on...

Technology becomes more advanced every day, and just about any organization can find some benefit in cloud-enabled customer experience apps, platforms, AI, APIs or customer-facing initiatives. Organizations still running contact center or customer experience apps on premises may want to consider moving to the cloud. Here's...