Day: July 12, 2016

Why Contact Center Leaders Should Master Business Intelligence and Analytics?

  When you take a high-level view, the concepts of business analytics and intelligence appear to be quite similar to each other. In several scenarios, both these ideas are even used interchangeably. However, for all those organizations that are dependent on contact center operations, it is vital that the managers appreciate the differences between the …

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The Top Five Obstacles to Customer Centricity

This blog is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity. There are 10 statements to agree or disagree with that could relate to the issues faced. Respondents …

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