Where is your organization on the journey?
From the Editor
It’s hard to believe that December is here and we’re wrapping up another year. The predictions for what’s in store for the contact center industry in 2017 are already streaming in with considerable focus on IoT, chatbots, virtual reality and AI. It sounds like an interesting year ahead... Read More
Monitoring/Coaching Practices • MONITORING • Contact Center/Call Center Management • Training • Metrics/Key Performance Indicators• Reporting, Scorecards, Analytics • HIRING/RETENTION • Workforce Management • Process Improvements • Customer Experience Management • Multichannel Strategy/Technology • Customer Surveys • Employee/Customer Engagement, Satisfaction • LEADERSHIP • contact center • multichannel • customer contact • call center • customer experience • CEM