Age of Experience

Age of Experience

Age of Experience

Trends Reshaping the Future of Customer Service How is the Customer Relations industry responding in 2015 to continued pressure on cost, expectation for higher quality, rising complexity, and decreasing cycle-time to respond to clients? The Age of Experience Trends Report answers these questions and more, addressing the drivers of trends we are observing – evolving channels and customer experience expectations – and provides insight into methods for addressing the customer relationship evolution.

By Vocalcom

What Moore's Law Has In Common with the Contact Center

For many contact center managers, the prospect of figuring out how best to utilize contact center agents in dealing with Facebook and Twitter messages and wall posts and direct messages can be a daunting task. It’s easy to fondly recall the days when e-mail was the new big thing that contact centers had to additionally manage. Now, today’s multi-channel call...
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