Jan 31, 2013
Opportunity costs and inefficiencies are the certain lot of contact centres that do not have an integrated, realtime interrogative view of customers and business flows, and cannot trace the link of these variables to sales, service and, ultimately, profitability....
Jan 8, 2013
If contact centres aren’t preparing to embrace these six key trends, they have already fallen behind, says Ian Goss-Ross, CEO of Elingo. Too many contact centres have relied on tried-and-trusted technologies for too long. But emerging trends and technologies that have...
