Frost says APM to help contact centres realise enhanced CX
The COVID-19 pandemic caused a temporary shift in investment priorities in the contact centre. Millions of agents suddenly needed to ...
Tag: CSAT
What customers don’t care about
Most financial services leaders are heavily invested in learning more about what customers care about most. Often overlooked, however, are ...
FutureCIO QuickTakes: CX begins with the CEO but starts with $
Any customer experience initiative must be helmed by the CEO, says Tony Bates of Genesys. Forrester counters that talking to ...
