Moving from Multi-Channel to Omni-Channel Customer Engagement: Intelligent Interaction Analytics Are the Foundation
Can the sophisticated use of analytics trump the old business advantages of geography, speed-to-market and proprietary technology? Frost & Sullivan believes that contact center insight analytics has the potential to yield significant competitive advantages:...Guidelines for Implementing Relevant KPI’s and Delivering a First-Class Customer Experience
Customer experience practitioners: how do you pick the right set of metrics and construct a performance system that delivers exceptional customer impact? Based on the twelve years I have spent driving customer experience improvement, I would answer this question by...