In 2022, businesses recognized the value of optimizing their contact center operations to streamline processes, increase efficiency, and meet the rising expectations of their customers. Despite a full staff of agents, only 10% of customers believe t…
First-generation digital channels like Email and Web Chat are seeing significant adoption, along with video chat and co-browsing capabilities. Mobile apps, tied to the widespread use of smartphones, are gaining traction, though contact center support l…
Business and consumer surveys carried out in the course of the research for this guide show that while improving the customer experience is high on the agenda for many organizations, most businesses are still a long way from where they want to be. T…
Higher education has a perpetual mandate to use data to demonstrate improvement, but that’s typically far easier said than done. To simplify a challenging process, technology to support data-informed improvement has reached a tipping point. This on-dem…
Delivering improvement is, of course, imperative for higher education presidents and chancellors. Critical to success is the ability to effectively use data to guide planning and execution across a wide range of initiatives, from strategic plans, to st…
Join moderator Dr. Randy Swing, Former Executive Director of the Association for Institutional Research (AIR) along with leaders from AIR and Texas A&M University-Commerce as they explore how IR can enhance organizational success. By using technolo…
From the faculty and staff to the board, data-informed improvement is becoming an increasingly important area of focus. This on-demand webinar will explore how to effectively use data to guide planning and execution across a wide range of initiatives, …
Data can be like a magnifying glass, which is both good and bad, depending upon which side of the lens you’re on. Either you see things more clearly, or you feel uncomfortably under surveillance. True leaders know that transparency is the best wa…
There is no doubt that IT has faced up to historic demands – and opportunities – these last few years. Propelled by COVID, instructional missions went digital. High-performance computing and networking have become indispensable elements of …
Customer expectations and behaviours have changed. They want to feel that brands understand their situation today, and tailor their marketing efforts accordingly. Brands cannot rely on historical data, information obtained before the crisis has mini…
