We asked analysts and industry leaders what customer engagement trends they thought were key for 2017 and beyond. From cutting-edge technologies such as IoT and bots to...
The 2017 Aberdeen Report on Contact Center and Customer Experience Trends states that companies with an omnichannel program see 25% greater annual revenue growth and 55%...
There is a lot of industry buzz about key performance indicators (KPIs), but most contact centers are only equipped to optimize their KPIs locally. With the increasingly...
Read this eBook to learn ways to increase the efficiency and productivity of your contact center. If yours is an existing contact center with infrastructure that has been...
Many companies are moving to a cloud-hosted customer relationship management (CRM) system and the Salesforce Sales and Service Clouds are emerging as the clear leaders....
Choosing the right technology to design and orchestrate customer engagement across all digital channels and voice is key to delivering on customer expectations for effortless...
Call centers of yesterday have evolved into multichannel contact centers and a few have transformed into omnichannel engagement centers. Understanding the difference between...
The Case For Cloud Contact Centers Is Growing
Forrester forecasts cloud subscription revenues to grow overall by 22% in 2016. This is a result of businesses becoming increasingly...
A Multi-Company Cost Savings and Business Value Analysis for Enterprises
The Forrester Total Economic Impact™ (TEI) study examines the potential return on investment (ROI)...
The recent evolution of customer experience (CX) has been fast-paced and transformational. Customers are using digital and voice channels, sometimes simultaneously. The average...