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Unseen by customers, and generally underappreciated, it is the back office that makes sure the engines of your company are humming along. And when it doesn’t?

Customer interactions today produce an unprecedented amount of rich data, from a host of channels and across periods of time. That’s got to be a good thing, right? Yes, but.

The contact center infrastructure industry is a multi-billion dollar industry, providing unified connectivity solutions to contact centers as well as interactive voice response, automatic call distribution, Web Customer Service and Workforce Optimization. Contact centers today have to invest quite a lot in having (and maintaining) even a very basic infrastructure for medium sized operations, and this investment goes up and up for bigger operations.

In the 1999 blockbuster hit Analyze This, Robert De Niro plays a mob boss who is suffering from panic attacks and consults with a psychotherapist, Billy Crystal, to better understand his recent emotional episodes. Ultimately, to get a grasp on his anxiety and why he was experiencing his attacks, Crystal has De Niro get in touch with...

Even a blackberry in an Apple Store or a thrilling season of Game of Thrones can offer us insights into improved customer service. This week in CMO Perspectives, we share with you some great takeaway lessons and show you that you should always be ready to learn, because you never know what important piece of knowledge might be lurking just around the corner.

The following post is part of a blog-post-sharing series with our partner, CallMiner. The original post, written by Jason Napierski, was published in April 2015. Please visit the CallMiner Blog to learn more about improving agent performance through advanced analytics. By definition, "big picture" involves getting the entire perspective on a situation or issue. Big picture can mean...

Watch out financial services industry! Change is in the air, and if you're not adapting to this shift in the industry, you might be left behind. Over the past two decades, the financial services industry has witnessed a number of transformative events including the rising popularity of online banking, increasing levels of technological advancement, and increasing levels...