On average, consumers report spending 2.5 hours between self-help and customer support and speak with 3 different people to resolve an issue; 22 percent give up and return the product for a refund - Read more
We asked members about the past year and their thoughts about the new year. The question was:
What contact center technology or other innovation excites you the most right now?
Read what some of them told us! - Read more
Gamification is a system developed for contact centres to deliver superior customer experience, assist with agent training and goal completions. Learn more about how Gamification can help agents on a daily basis, motivate them to improve performance and increase job satisfaction. - Read more
Artificial intelligence is quickly becoming a ubiquitous technology in consumer devices and services. What does it mean for the future of the contact center and how organizations serve customers? - Read more