A Warning to Contact Centers: Give Power Back to the People

These tried-and-true methods could improve your relationships with your customers. How would you build a customer experience strategy to engage, inspire and guide?

Ovum report highlights how agent desktop reduces churn… free download

“Ovum understands that contact centers need to monitor average handle-time and first-contact resolution, but we believe they must also continually improve the tools agents use to positively impact performance. Unified agent desktop tools provide a number of benefits for agents as well as contact centers and customers.”