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Contact Center Analytics in Action: Using VoC to Create a Better Experience

The Straight Scoop on Contact Center Analytics

Most contact centers know they need a more analytical approach to understanding the customer experience. In our 2017 Workforce Optimization Survey, a high percentage...
Contact Center Experts share their thoughts on the year ahead

A Look Ahead: 17 on ’17 (Part 4)

What are the trends that contact center leaders should know about in 2017? We asked 17 industry experts to share their thoughts across a...
Contact Center Digital Strategies Driven by Customer Experience

Digital Strategies Driven by Customer Experience

An interesting finding from Dimension Data’s “2016 Global Contact Centre Benchmarking Report” is that, for the first time, customer experience has surpassed cost reduction...
Search Analytics Provides Key Insights into Self-Service Experience

Search Analytics Provides Key Insights into Self-Service Experience

With online self-service, getting customers to accurate information with as little effort as possible can provide them with a high-value experience while meeting the...
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Inside View: Vivint Smart Home

Vivint Smart Home is a company that knows about change. The business that started as a dealer for home security companies has evolved into...
Top-5-Contact-Center-Blog-Posts

The Top 5 Posts in February

Take a look at our top five blog posts for the month to see which topics your fellow contact center professionals were most interested...
Contact Center Analytics

Contact Center Analytics: A Look at Goals Vs. Current Use

Do contact centers derive value from their analytics tools? In our 2014 Contact Center Analytics Survey, conducted by Strategic Contact and Contact Center Pipeline,...