Interview with Zorpia

Interview with Zorpia

Interview with Zorpia

Interviewee: Jeffrey Ng, Chief Executive Officer, Zorpia Questions: - What does it mean to be a truly "customer-centric" organisation? - How important is voice-of-customer (VOC) in capturing customer loyalty and retention? - Pertaining to Asian markets, do you see Big Data playing a more central role in the development of one's marketing strategies? - How can organisations implement a cost-effective Big Data strategy?

By Vocalcom

Part 1 - Top Areas of Improvement for Call Center Intraday Management

Intraday management is arguably one of the top priorities of a call center’s operations. Managing and maintaining the day-to-day operations of a facility is undoubtedly crucial; however, it’s not as easy as it seems. The process can bring along some unique challenges, evidenced by the fact that call center managers recently agreed on four challenging areas in a recent study....
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