PACE Summit Showcases Customer Experience Imperative
One certainty over the past several years in North American CRM is that while there are loads of trade shows, those that get to the crux of today’s issues are diamonds in the rough. The recent 2017 PACE Association Convention & Expo held in Tampa falls into that category. With the contact center sector in […]
Outsourcers Need to be Strategic When Deploying Video-Chat
One of the most fascinating contact center trends over the past five years has been the interest around providing consumer support through video-chat. This has been playing out in different ways, but one thing is clear; forward-looking contact center outsourcers must embrace this communication technology, while recognizing that it will remain a niche channel in […]