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Entries Tagged ‘Technology’

For 2017, Resolve to Maximize Your Contact Center Technology Investments

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. Enterprises can thus strengthen the value from both solutions and likely be on their way to improving the customer experience. […]


Wanted: Participants for TSIA’s Global Technology Survey

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 and customer success. Open to everyone, the survey should take less than ten minutes to […]


Digital Disruption—The (Data) Tide Is High

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 an unwavering list of demands and find it easy to switch […]