Understanding Personalization
Introduction “Personalization is all about knowing your clients, understanding their needs, and providing the right solutions and services at the right time, based on behavior,” stated Millie Gillon, Global Head of Client Experience at Standard Chartered Bank. Millie...
Effective Change Management Across The Ecosystem
Leading Exhausted Customer Contact Workers
We are living in the most difficult era of work in our history. We’re working longer hours than before the pandemic (an average of three extra hours daily). The lines between work and home are not even blurred – they’ve been eradicated. This is especially...
The Contact Centerʼs Journey to the Cloud:
A Strategic Initiative with Hard Choices in 2021
A Frost & Sullivan Virtual Think Tank Article Market Challenges Signal Hard Choices The contact center (CC) represents a broad and mature market with almost 40 years of development. It comprises dozens of providers, catering to sites as small as 10 agents to...
