blog 2016-12-24T00:54:38+00:00

What’s Hot at ICMI Contact Center Expo

Justin Robbins and Jim Rembach share a preview and insight into ICMI's Contact Center Expo Conference. What's hot at the Contact Center Expo besides the Orlando air temperature? “Learn about what’s hot at ICMI’s Contact Center Expo.” Click to Tweet What is Customer Experience going to cost? An emerging topic that we're hearing consistently, whether it's from the vendors on [...]

May 23rd, 2017|Categories: Interviews|Tags: , , |0 Comments

John Grasso of Windstream on Cloud Contact Center Software

The report "Cloud-Based Contact Center Market by Solution (Dialers, Reporting, and analytics), Service (Professional and Managed), Application, Deployment Model, Organization size, Industry vertical, and Region by MarketsandMarkets states that This is a Compound Annual Growth Rate (CAGR) of 23.6%. Because of this growth and potential it was not too surprising to see Windtream's contact center specialist John Grasso at the PACE [...]

May 15th, 2017|Categories: Interviews|Tags: , , |0 Comments

Brett Brosseau shares insight into Call Center Gamification

Gamification in customer experience has been used for several years. The concept of using game mechanics to attract and retain customers in the consumer space is commonplace and many tools have been developed. However the use of gamification tools in employee experience and performance has really just begun to emerge. And it's rising quickly. For decades contact centers have [...]

April 27th, 2017|Categories: Interviews|Tags: , , |0 Comments

Dustin Yu Shares Getting More Conversions with Live Chat

Chat has long been touted as a means to lower costs in contact centers. But in today's marketplace that is a blind way to view chat. You must see that chat is a way for you to get more conversions and drive higher revenue while saving costs. If you do not include getting more conversions in your chat strategy [...]

April 17th, 2017|Categories: Interviews|Tags: , , , , |0 Comments

Pete Jones of Grypp Talks Sales and Service Platforms

Does your customer journey go beyond the simple and routine? If you need more than just simple product descriptions and frequently asked questions to make a sale and service customers are your people properly equipped? Delivering a great customer experience is not possible even if you have the most modern communication platform. More sophisticated sales and service interactions require [...]

April 10th, 2017|Categories: Interviews|Tags: , , , |0 Comments

PACE and Change in Contact Centers is Moving Quickly

What if your ability to improve the customer experience was taken away? Do you think your customers would give you a break because you were restricted from doing the right thing? And are you breaking any laws while trying to engage with customers? "Are you breaking any laws while trying to engage with customers?" Click to Tweet So many [...]

April 6th, 2017|Categories: Interviews|Tags: , , |0 Comments