Contact Centers: The Secret to Business Intelligence

In the era of big data, leading contact centers are taking a hard look at their use of analytics. However, with the increasing tsunami of contact center data available at your fingertips, knowing which...
Contact Centers are Revenue Engines

Lost in the Labyrinth: If Information is Currency, Contact Centers are Revenue Engines

In this installment of the Lost in the Labyrinth series, I position the contact center as the enterprise “fuel” for revenue engines and the singular source of raw currency and customer intelligence in the...
Contact Center Pipeline Blog