TechSee
APRIL 2, 2019
Today’s contact centers face a daunting challenge. A watershed in the field occurred in 2015, when computer vision overtook humans in the ability to recognize objects, a turning point analogous to the day in 1997 when IBM’s Deep Blue chess computer defeated the legendary grandmaster Garry Kasparov. Image Restoration.
Experience Matters
JANUARY 6, 2015
It’s once again the time of year for me to publish my CX trends. With this post, I’m declaring 2015 “ The Year of the Employee.”. Taken together, this new emphasis on culture, training, and Voice of the Employee will put employees at the center of CX attention this year. CX Training & Engagement.
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Eptica
SEPTEMBER 28, 2015
Date: Monday, September 28, 2015 The evolution of contact center performance. Published on: September 28, 2015. It is based on an extensive survey of customer experience, contact center, operations, information technology, marketing and business development professionals.
Vonage
MARCH 11, 2016
Perhaps one reason is that many contact centers don’t support this channel the right way. A 2015 ICMI study found that 86 percent of contact centers don’t empower their agents. After all, demotivation is a much bigger problem in contact centers than motivation.
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