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Don't be afraid to get rid of channels if they aren't performing and your customers aren't embracing them.
Strategy Service Delivery
Demonstrate your contact center’s value beyond the traditional scope of customer service and phone calls.
Despite the never-ending seduction of new and emerging automation technologies to drive cost savings, customer care professionals must keep in mind the value of human contact.
Strategy Service Delivery Strategic management
Connected devices are just that—connected—and the number of linked brands, services and products makes delivering support all the more challenging.
Strategy Service Delivery Technology Omnichannel Strategic management
One thing we have in Africa now is bandwidth, and lots of it. The cloud will be the enabler of the contact center in Africa.
Strategy Service Delivery Operations management