by Dr. Natalie | Apr 6, 2016 | Chief Revenue Officer, Contact Centers, Customer Experience, Customer Service Agents, Digital Disruption, digital transformation, Dr. Natalie's Blog, Organizational Change Management, ROI of Contact Centers, ROI of Customer Care, ROI Of Customer Experience, ROI of Customer Service
Want to know a paradigm that has always been false, but many people believe it? Organizations are battling each other to deliver the best customer experience for the right customer at the right time in the right channel. Customer service and customer engagement now...
by Dr. Natalie | Mar 7, 2016 | CEO, CFO, Chief Revenue Officer, CIO, Contact Centers, Customer Experience, Customer Service, Customer Service Agents, Digital Disruption, digital transformation, Dr. Natalie's Blog, Leadership, Organizational Change Management, ROI of Contact Centers, ROI of Customer Care, ROI Of Customer Experience, ROI of Customer Service, ROI of Social Media
Customers are More Difficult to Serve Than Ever. Is Your Brand Ready? Avaya, a Contact Center Infrastructure for 15 consecutive years unveiled customer engagement innovations that meet customer expectations where the rules of the game have changed: 90% of people move...
by Dr. Natalie | Mar 5, 2016 | Analytics of Everything, CEO, Chief Revenue Officer, Customer Experience, Customer Service, Customer Service Agents, Customer Success Management, digital transformation, Dr. Natalie's Blog
What Does This Announcement Mean To Your Company? NICE Systems (NASDAQ: NICE) announced the release of a new version of its Sales Performance Management (SPM) solution geared for large sales organizations with substantial transactions and complex incentive...
by Dr. Natalie | Mar 3, 2016 | Analytics of Everything, CIO, Customer Experience, Customer Service, Customer Service Agents, Customer Success Management, Digital Disruption, digital transformation, Dr. Natalie's Blog, Innovation, Leadership, ROI of Contact Centers, ROI of Customer Care, ROI Of Customer Experience, ROI of Customer Service, Technology
Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. It is being held March 7-9th, 2016 in Orlando, Florida. Genesys, a market leader in omni-channel customer experience (CX) and contact...
by Dr. Natalie | Feb 28, 2016 | Analytics of Everything, Big Data, Crossing the Chasm, Customer Experience, Customer Service, Customer Service Agents, Digital Disruption, digital transformation, Dr. Natalie's Blog, Employee Collaboration Affects Customer Experience, In the News, Innovation, Leadership, Organizational Change Management, Performance Management, ROI of Contact Centers, ROI of Customer Care, ROI Of Customer Experience, ROI of Customer Service, Social Media Gaming and Gamification
Why is this announcement so important? Verint® Systems Inc. announced substantial enhancements to its Verint Workforce Optimization™ software designed to help contact center, back-office and branch operations better manage the performance of employees and...
