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Contributed Articles

3 Tips to Improve Contact Center Reporting

Many company leaders share that same goal. However, aligning your contact center reporting strategy to your goals is no simple stroll in the park. It starts by questioning everything. Is the data valuable? Is the data accurate? Who’s going to own the data? Who’s going to do something with that data? What are the call drivers in this data? What data should I ignore? Does the data tell me something? Does the data help me make decisions? Whether you manage an in-house center or work with outsourced contact center partners, we’ve got the answers to help.

[Full Article]   Jul-05-2016

 

CIOs combat messaging overload with mobile 'micro apps'

Thanks to cloud and mobile applications, companies have eliminated tedious paper shuffling but this has created a new problem -- application fatigue. Enterprise software is cramming email inboxes with messages prompting workers to manage expense reports, purchase orders and other business processes. The very software designed to enhance your productivity is taking more of your time than was originally intended.

[Full Article]   Jul-05-2016

 

From touchpoints to journeys: Seeing the world as customers do

To maximize customer satisfaction, companies have long emphasized touchpoints. But doing so can divert attention from the more important issue: the customer’s end-to-end journey.
[Full Article]   Jun-27-2016

 

Top 5 Reasons CRM Fails, And How To Succeed

Customer Relationship Management, or CRM, has traditionally been used as a glorified and expensive contact management system by outside sales to log call reports. It’s time to expand that view of CRM, and think of it instead as a system for sharing and leveraging knowledge across the entire organization.
[Full Article]   Apr-10-2016

 

CEOs seek CIOs with a 'bias for action'

CEOs want several things from today’s transformational CIOs, including superior communication, collaboration and risk mitigation skills, say executive recruiters. But a longer-term question looms: What becomes of the CIO?
[Full Article]   Mar-18-2016

 

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