Digital channels are more important than ever for improving customer experience at contact centers. A new report points to greater uptake of hybrid cloud, increased interest in personalization, and a focus on customer analytics.
With increasing debate on rising minimum wages making political headlines, Nearshore Americas' Managing Director Kirk Laughlin talked to Alorica CEO Andy Lee about why increasing wages are a good thing, how Alorica creates "insanely great customer experiences" and the future of nearshore.
Tech start-ups, contact center providers and software development companies are rapidly realizing the value of Baja-Southern California collaborations as the Mega region cements its place as a bi-national tech hub.
The drive for consistency of experience across channels is paramount in an increasingly demanding consumer world. T-Mobile's Kerry Sikora discusses the realities of measuring customer experience, listening to the voice of the customer and providing true omni-channel engagement with Loren Moss.
The FCC's latest Declaratory Ruling, which expands the reach of the Telephone Consumer Protection Act (TCPA), will have significant impact on the contact center industry and on telemarketing in general if it remains in its current form.