There are many innovations that are rapidly changing the landscape of the contact center. From being able to offer an omnichannel customer experience across multiple channels to internet-enabled devices connecting directly to contact centers to provide proactive service, One of the most interesting innovations that is being increasingly discussed by visionaries and industry experts is …

In this age of online price comparisons and price matching, customer service is increasingly becoming the key differentiator amongst brands. The companies that are amassing large numbers of brand loyalists are those that can deliver a personalized, seamless customer experience. Although it’s necessary to have the right contact center infrastructure in place to effectively help …