Monthly Archives: March 2017

When Contact Center Tech Is Dumber Than Smartphones

To their credit, most organizations are attempting to address how they interact with their customers in their contact centers. But while organizations understand the concept at its highest levels, frequently their solution designs fail to grasp how customers actually use their services. The results are often worse than if they never tried to improve their customers’ interactions in the first place. In just the past few years, consumers have embraced speech-enabled smartphones and virtual assistants. Attention to detail fueled by analytics drives a constant focus on how customers are using these technologies; the analytics behind these services capture behavior over hundreds of millions of interactions—insights … …more