Contact centres

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American sociologist and academic, Arlie Hochschild created the term 'emotional labour' in 1983 to describe the things that service workers...
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Back in 2012, the aptly-named US discount store, Target thought it had delivered the data insight equivalent of throwing a dart and hitting...
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You know that recruiting and retaining an in-house customer service representative isn't cheap. But it may be even more expensive than you...
EMEA: July 27, 2 PM BST / 3 PM CEST Many legacy call center infrastructures fall short to support digital engagement with your customers...