Preview Mode Links will not work in preview mode

Dec 13, 2021

The pandemic has super-charged the customer’s digital mindset and fueled the expectation for multiple channels and tools to help them make a purchase decision today. As a result, companies have had to evolve their own systems and processes to build engagement and meet their buyer at a place and time of their choosing....


Nov 17, 2021

The US market is facing its most severe labor shortage in decades. Contact centers are struggling to recruit, retain, and engage their employees. At the same time, customers now increasingly expect the contact center to handle complex interactions with an aura of empathy, critical thinking, and personalization. When...


Sep 29, 2021

Billions of consumers use asynchronous messaging with friends daily. Consumers today, have shifted the expectations of engagement and have allowed brands to communicate with them at a place and time of their choosing. Digitally savvy customers are preferring chat and messaging as their preferred channel of interaction....


Sep 15, 2021

Women continue to face challenges in the corporate environment but we have come a long way. We can energize one another as we share our stories along with the challenges we have overcome. In this podcast, Maureen Fahey – Senior Vice President, US Bank - will reflect on her life lessons, her journey from beginning as...


Aug 2, 2021

With changes in our work environment and with more people working from home, much of today's conversation is focused on what automation can potentially do to strengthen customer engagement, improve processes and augment contact center performance. But what does this actually mean for our agents? While it’s important...