Blog

How does the call center know that it provides high-quality services? It’s tempting to believe your team is operating at peak performance and delivering exceptional service, but is there a way to measure it? Better still, is there a way to prove the level of quality your teams deliver?

Access our webinar: Delivering True Operational Agility in Times of Crisis

When 15-year-old Cori "Coco" Gauff beat Venus Williams in the 2019 Wimbledon, she didn't just become the youngest player to win in 28 years. She also beat a tennis star she had idolized her whole life.

Radisson Hotel Group had emerged as a leading global hospitality company and one of the world's largest hotel groups. But like many companies that transition their operation from call center to contact center as they grow, Radisson realized there was a definite disconnect: it was using an out-of-date, on-premises Avaya system to manage its global network of...

The original version of this blog, excluding NICE references, was initially published in Lydia de la Torre's Medium Blog. The version below has been extensively edited. The original version can be accessible here

The history of commerce stretches back 150,000 years. And as long as there have been customers, there has been customer service. Even as professional merchants began to flourish about 3,000 years ago, every exchange of goods and services remained face to face. That meant customer service was tailored to each individual. Until relatively recently a merchant knew all his customers and therefore had...

It may be the most well-known recording of all time. Many can recite its words by heart, and it is heard daily by millions: