It’s no secret that technology has driven significant change in the contact center world. With the dramatic explosion of self-service options, customers can often get “good” service without ever talking to a live agent. At the same time, technology is a two-edged sword. Customers now face an abundance of choices for nearly any product or […]
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Recently I was at the Aspect Customer Experience conference in Atlanta, presenting a session on Changing The Game of Service. The keynote address was delivered by Keith Dawson, a Senior Analyst with the research firm Frost & Sullivan. Keith was formerly an editor for Call Center Magazine, and has been covering the call center industry […]