Four Ways to Make Your Contact Center Integral to Business Growth
When service is in a silo far from marketing and sales, customer journeys become disconnected. And that hurts the customer experience (CX). Gaps widen between customer expectations and an organization’s priorities; loyalty and wallet share vanish into that gap....
Your Long-Term Strategy Begins with a Plan
 Presented by: Janet Solomon Vice President, Client Operations/Contact Center Solutions Fiserv
Executive Brief – Leadership in an Evolving Contact Center Ecosystem
Session Abstract The one constant in the contact center ecosystem is change. The key to success is to have a methodology that blends time tested strategies with the ever-shifting needs of the business. Dynamic leaders can pivot with technology, process, and people...
Three Skill Sets Leaders Need to Prioritize Today
Today, transformative skill sets are needed to build teams that are cohesive, productive, profitable and happy. (Not necessarily in that order). If you have blind spots, you, your team, and your organization will struggle to thrive in a business climate that is...