Aligning the Customer & Agent Journeys

Customer and Agent Journey

Over the last couple of years, we’ve heard a lot about why customer journey management is important. Understanding different touch points and customer behaviors enables organizations to both influence customer satisfaction and create…

Top Contact Center Trends to Watch in 2016

Contact center trends and predictions

It’s January so I decided to dust off my crystal ball as I do every year around this time and take a look to see what’s in store for 2016. Once I got…

Do Your CXOs Fear the Cloud?

Does your CXO fear the cloud?

We’ve all done it. Avoid making changes for any number of reasons—I mean, why fix what isn’t broken, right? Add to that fear of the unknown, wrong timing, procrastination, etc. So could you…

Channel Partner or Cloud Provider? With This Deal, I Thee Wed

Cloud Providers and Channel Partners

I have always thought the conversation around customer ownership was interesting. I think it’s natural to automatically say that the customer is “mine” and that I “own” the customer. The conversation comes up…