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Artificial Intelligence versus Natural Stupidity, who will win the race?
“Two things are infinite: human stupidity and the universe;…
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Your life for a click? – Part 2
Yes, I want
In 1999, when the electronic market was in its…
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Your life for a click? – Part 1
Companies proclaim the new click religion, with thousands of…
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Is your contact center ready for parallel conversations?
How does the type of communication between user and companies…
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4 practical tips to design (and deal with) your IVR
After the strategic tips on customer experience, let's return…
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4 ways to optimize the Customer’s Life Cycle
In these times of dramatic change, establishing a strategic focus…
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Customer Effort Score, the new indicator of the Customer Experience
The new fashion indicator for the professionals of the Customer…
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Video in the contact center. When does it really add value?
It's a controversial subject because, to a certain extent, in…
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Social media and customer commitment according to senior executives
The role of social networks in the customer experience is so…
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3 tips for designing incentive programs in contact centers
Although it's difficult to verify, many believe Martin Hill-Wilson's…