Contact centers have been going through a change for some time. The days of fielding quick and simple calls are in the past. Self-service has put the customer in charge of their experience, leaving call centers tasked with facing only the most complex and difficult calls. Our websites are a bustling foundation for self-service. […]
To the outside observer, advancements in modern technology have diminished the importance of contact agents. The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. However, those who work in the contact center understand a very different truth: engaged, […]
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