While change and evolution are part of our DNA as a species, there is no doubt that in recent years we have witnessed a rapid acceleration of the pace at which these changes are happening...
In recent years e-commerce has reported staggering growth worldwide. In June 2014, Ecommerce Europe published its 2014 report on European e-commerce in the Business to Consumer (B2C) mark...
To improve customer experience is the supreme objective for every contact center. But our industry is changing fast. Customer needs are evolving and client requirements are shifting from ...
The contact center industry has over the past 20 years gone through some significant changes and developments. Many of us have experienced, and been part of, the introduction of new tools...
On Tuesday, June 24th, I had the pleasure of participating in the” I Transcom Forum –Multichannel: Integration strategies for your client”, organized by Transcom Peru in Lima. Our aim wit...
The Call Center World (CCW) is the largest event of the customer service, communication and call center business in Europe. This year’s edition took place in Berlin from 17th to 20th of F...