call centre

January 17, 2022
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An #IA40 recognized app that is focusing on making agents experts on day one – Interview with Brittany Bell of Cresta

Today’s interview is with Brittany Bell, a Customer Success Manager at Cresta AI, which provides contact center agents real-time suggestions and coaching, whether in an individual call […]
December 21, 2021
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Genesys is aiming to transform not only customer experience but employee experience too 

I recently attended Genesys’ Analyst & Influencer Summit, an event that connected me with leaders at Genesys, and their partners and customers. I don’t attend that […]
October 30, 2021
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A quick intro to people analytics and how it improves employee experience

This is a guest post from Tim Ferguson, a writer and editor of Marketing Digest.  Just as digital marketers use analytics to understand their customers better, […]
October 7, 2021
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Customer service: The most important job in the company – Interview with Fortuné Alexander of Pega

Today’s interview is with Fortuné Alexander who is the senior director of product marketing for customer service and sales automation solutions at Pega. Fortuné joins me […]