How can organizations start to think more strategically in the New Year about maximizing their technology investments? One way is by looking at IVR and WFO-generated customer insights as a single entity—rather than separate ones.
As part of its 11th annual Global Technology Survey, the Technology Services Industry Association (TSIA) is seeking feedback on 40 categories of tools used by professionals in customer support, professional services, education services, managed services, field service, service revenue generation ...
Digital disruption is here to stay—as are expectations of near instantaneous answers and action. So, navigating digital disruption is forcing organizations to be more focused and responsive to the needs of customers than ever before. With infinitely more choices at their fingertips, consumers have ...

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