customer service agent

July 20, 2018

Top challenges of working in a contact centre

This is a guest post by Swati Kungwani, who is the business analyst and content manager for iTouchVision. Supporting the ‘Support’ Staff Deliver Better Experiences! The customer […]
May 15, 2017
Revolution

Focus on the right things to drive your own customer experience revolution – Interview with Susan Ganeshan

Today’s interview is with Susan Ganeshan, Chief Marketing Officer of Clarabridge, a leading customer experience Saas platform that transforms survey, social, voice and all other forms […]
July 8, 2016

Using analytics, decisioning and robotics to improve the employee and customer experience – Interview with Kerim Akgonul of Pega

Today’s interview is with Kerim Akgonul who is Senior Vice President of Products at Pega and is responsible for the company’s suite of Customer Relationship Management […]
February 10, 2016

Transforming agent attrition in the contact centre through social physics – Interview with Ron Davis of Tenacity

Today’s interview is with Ron Davis, who is co-founder and CEO of Tenacity, a new technology/software company that is helping contact centres change agent behaviours and […]