Author: Anand Subramaniam

June 8, 2017

The US and the UK: Arguably divided by the same language, but undoubtedly united by the same contact center agent pain points

George Bernard Shaw famously said that the US and England were divided by a common language. He would not say the same about contact center agents—CSRs in both geographies are…

Continue ReadingThe US and the UK: Arguably divided by the same language, but undoubtedly united by the same contact center agent pain points
September 8, 2016

Sorry, Kaplan and Norton, you need to invent an “unbalanced scorecard” for knowledge-powered contact centers!

We understand the need for tradeoffs in performance metrics to balance the proverbial scorecard. However, there are some technologies that transform business, creating value tides that lift all “metric boats”.…

Continue ReadingSorry, Kaplan and Norton, you need to invent an “unbalanced scorecard” for knowledge-powered contact centers!
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