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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...
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...
Contact Center Pipeline Blog