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Aligning the Customer & Agent Journeys

Over the last couple of years, we’ve heard a lot about why customer journey management is important. Understanding different touch points and customer behaviors enables organizations to both influence customer satisfaction and create more targeted marketing messages. But often overlooked is how the agent journey impacts customer satisfaction. Although customers are turning to self-service or […]

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Top Contact Center Trends to Watch in 2016

It’s January so I decided to dust off my crystal ball as I do every year around this time and take a look to see what’s in store for 2016. Once I got through all the obvious things like how many more billions Star Wars will make, who’s going to win the Super Bowl, and […]

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Do Your CXOs Fear the Cloud?

We’ve all done it. Avoid making changes for any number of reasons—I mean, why fix what isn’t broken, right? Add to that fear of the unknown, wrong timing, procrastination, etc. So could you be putting your enterprise at risk by avoiding or delaying cloud adoption and staying anchored to your legacy, on-premises communication system? And […]

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Channel Partner or Cloud Provider? With This Deal, I Thee Wed

I have always thought the conversation around customer ownership was interesting. I think it’s natural to automatically say that the customer is “mine” and that I “own” the customer. The conversation comes up many times when talking about a recent sale or issue. So where does the ownership lie and who really “owns” the customer […]

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