Differentiator Series, Part 5: Selling and Promoting the Contact Center

Some organizational leaders are fully bought into the long-term benefits of satisfied customers, but others need proof.

Strategy Visibility Strategic management


Safeguarding Brand Reputation and Cash Flow in Debt Collection

One bad interaction can start a cascade of negative business and market impacts.

Strategy Customer Experience Strategic management


Homeward Bound

The at-home agent workforce is now mainstream in the global contact center industry and will likely dominate the industry before the end of this decade.

Operations Strategic management


Differentiator Series Part 4: Nailing Priorities

The prioritization process can be viewed as a complex set of forecasts: what will we need most in the future, how much will this improve if we add that, will this technology stand the test of time, etc.

Strategy Planning Strategic management


2016 Was a Busy Year for WFO Restructurings

In the future, the next big acquisition moves will not come from other WFO vendors but from the giant companies that sell software or services that analyze customer data.

Technology Vendor - Management Strategic management