According to Gartner survey, 89% of businesses are soon expected to compete mainly on customer experience. At the same time, 62% of companies already view customer experience delivered by the Contact Centers as a competitive advantage (Deloitte), and by the year 2020, customer experience will overtake price and product as a competitive differentiator (Walker). Therefore,Read more
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Is there a more dreaded work environment than the modern-day call centre? The stereotypical image is of hundreds of customer service reps crammed into tiny cubicles, working long, tedious shifts and dealing with irate customers for hours on end. Fostering a culture of engaged, dedicated employees is no easy task in any business, and canRead more