Retail support is no longer limited to resolving a customer’s immediate issue. Today, contact center agents are trained to assist with much more. These product knowledge experts become the voice and face of the brand, capable of upselling and cross-selling,…
Consolidation is top of mind for the operations and procurement leaders reviewing vendor strategy. The upside is clear, from fewer suppliers and tighter contracts to less overhead to manage. Forrester describes consolidation as the prevailing direction in sourcing right now,…
In an AI-enabled contact center, a single customer interaction involves layers. How well those layers work together decides whether the technology is making the operation faster or quietly making it more expensive. When these AI-driven layers are well integrated, the…