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Do Contact Center Representatives Feel Connected to the Brand?
Research has shown that the more connected a representative is to the brand they represent, the greater the probability that they will be able to effectively communicate with current and potential...
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Do you know how to calculate your Contact Center’s ROI?
Too many contact centers are considered ‘Cost Centers’ and the majority of senior executives don’t understand the value of these departments that serve their customers. Every department has a value;...
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How to Build a Contact Center in One Hour
The August 28, 2013 issue of the New York Times, featured an article about a firm in China that constructed a 30-story hotel in two days. Yes, two days. The company, The Broad Group, has plans to...
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Are contact center representatives loyal to their brand?
According to the 3rd Annual Contact Center Communication and Connection Study, conducted by The Center For Client Retention, the answer is yes. Agents are connected to the brand they represent and...
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Delivering Service with An Artificial Intelligence Touch
In 2004, futurist Erwin Van Lun, CEO and founder of Chatbot.org, predicted that all Fortune 1000 Business-2-Consumer companies would employ speaking artificial characters in 2015, in order to automate...
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