Beyond Philosophy

JANUARY 27, 2022

As the new wave of Customer Science comes in, the old tide of Customer Experience (CX) is receding. I have seen it before with other influential business concepts, like Total Quality Management, Business Re-engineering, and Customer Relationship Management (CRM). We had a problem 20 years ago, too.

CRM 195

CRM Consulting Consulting Quality management 195

DMG Consulting

DECEMBER 7, 2020

Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day. In 2010, DMG reported that the number of CCaaS seats was 483,875 out of an estimated 14 million worldwide contact center infrastructure seats, an adoption rate of 3.5%.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Talkdesk

MAY 6, 2020

With the recent announcement of Talkdesk CX Cloud™, Talkdesk tackles one of the most painful and frustrating issues that customer-focused companies face: trying to deliver great customer experiences in the contact center while improving operational efficiency and reducing costs. A unified supervisor and admin experience.

Contact Center 80

Contact Center Cloud contact Enterprise Self service 80

Avaya

JANUARY 29, 2019

Equally important is the quality of customer experience that agents deliver to customers. After all, customer experience in its simplest definition is measured in the relationship customers have with a brand. Download the “ Optimizing the Agent Journey to Perfect the Customer Journey ” white paper.

Customer Experience 67

Customer Experience Coaching Contact Center Quality management 67