Written by gcsagents on January 19, 2017
How a 10-Point Improvement Tool Can Reshape Your Contact Center “We shape our tools and afterwards our tools shape us.” Marshall McLuhan It’s true, the right tools make any job easier. It’s also true our tools must evolve to keep pace with a changing world. That’s especially true in the contact center as
Written by gcsagents on January 4, 2017
A new year means new possibilities. Since your looking to improve your contact center this year, let’s examine the trends driving our industry now. Here are some “hot button” issues that forward-thinking contact center professionals will be facing in the next few years. First, the very good news for the industry at-large: we are growing.