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It’s Time for a New Conversation With Your Board

“A single conversation across the table with a wise person is worth a month’s study of books.” Chinese proverb Focusing on traditional cost-based metrics is an easy—and  perhaps, lazy—conversation between the contact center and the boardroom. So how can we make the change to something more meaningful? From our latest research, in association with KANA, […]


Marketing & Customer Contact Silos Prevent Smart Service Delivery

Our ‘always on’ society is putting more pressure on organisations to deliver good customer service.  Consumers are becoming increasingly frustrated by facing siloed organisations when they themselves are connected, whilst organisations are playing catch up with emerging channels in the social arena.   Our latest research into ‘Smart Service’, in conjunction with KANA, reveals a […]