Posts filed under contact center

September 6, 2021

Knowledge management for the contact center: The secret behind successful digital CX transformation

The Forrester CX Index reports have been sounding like a broken record year after year. Not a single company offered “excellent customer service,” the index dropped, or it barely moved,…

Continue ReadingKnowledge management for the contact center: The secret behind successful digital CX transformation
May 4, 2018

Want to fix CX? Take Mark Felt’s (aka Deep Throat’s) timeless advice—follow the money pain!

Word from the horses’ mouths: Only 1% of companies deliver “excellent” customer service, per Forrester’s recent CX Index consumer research. The needle hasn’t moved for years and years. How can…

Continue ReadingWant to fix CX? Take Mark Felt’s (aka Deep Throat’s) timeless advice—follow the money pain!
September 8, 2016

Sorry, Kaplan and Norton, you need to invent an “unbalanced scorecard” for knowledge-powered contact centers!

We understand the need for tradeoffs in performance metrics to balance the proverbial scorecard. However, there are some technologies that transform business, creating value tides that lift all “metric boats”.…

Continue ReadingSorry, Kaplan and Norton, you need to invent an “unbalanced scorecard” for knowledge-powered contact centers!
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