Does the customer always come first, or does agent happiness? Five9's Freedom aims to make both sides happy by providing streamlined technology that promises to boost the customer experience.
Though interactions will now be more quick and seamless, there are some caveats.
Video capabilities not only provide protection from compliance violations, but can further customer relationships.
There were a few surprises on Forrester's 2015 CX Index.
In the age of hyper-connectedness, appliances and smart systems will be able to send auto notifications to representatives. Brace yourselves, the IoT is coming to a contact center near you.
In the second wave of major updates this year, Microsoft furthers its integration of Parature products.
Agents who have mentally checked out of their jobs means dissatisfying customer experiences. But why are they detached? Hint: Look up the corporate ladder.