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Author: Pam Plyler

4 Ways Data Analytics Transforms CX

Today’s business environment is constantly evolving, but the consumer’s expectations are as focused as ever on the fundamentals of genuine, personalized, effortless and effective service. By leveraging insights that your customers provide on a daily basis, you can ensure that your business’s means of approaching the Customer Experience (CX) remain agile. Businesses currently utilize four […]

Trends in Workforce Management and Integrated Analytics

An effective Workforce Management organization ensures a contact center has the right number of agents, with the right skills, in place to deliver the desired member experience in the most efficient manner. Forecasting call volume and determining staffing needs are becoming more complicated due to the multiple channels that are now available for customer service. […]