Articles

FOX Business, March 24, 2010

CRMXchange, December 1, 2010

For a Happy Customer, Please Press 1

Our CMO, Mariann McDonagh, discusses how the Millennial generation impacts the contact center.

ICMI - Knowing there is gold in the hills is one thing, but extracting it is another. In the early stages of the 1800s gold rush miners used shovels, pick axes and brute strength. As mining evolved, miners implemented the use of water to simply wash away the earth. Water made extracting the gold a much simpler and less back-breaking process. Similarly, analyzing voice interactions is not a new process, but cloud-powered Speech Analytics has made the process easier and more efficient.

ICMI - We are all familiar with Newton's third law: For every action, there is an equal and opposite reaction. While the breakdown and application of this law is more commonly found in a physics discussion, it can certainly be diluted into the layman's term "cause and effect" and applied to the customer service world.

ICMI - ​In 2017, customer interactions are expected to increase in all channels, however the percent mix between channels will continue to shift and become more diverse across industries and across audience segments.