20 May The 3 Most Common Contact Center Automation ROI Myths

By: Scott Fischer

We've all seen them – those sales presentations stuffed with graphs, spreadsheets and charts that portend that all you need to do is sign a contract, and you’ll ascend to great heights as the financial savings hero within your company. Now I’ll ask the rhetorical question, "Have those promised savings ever really been found?"

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4 Apr The Hidden Cost of Agent Dissatisfaction

By: Scott Fischer

When you're talking about the ROI in the context of a contact center, typically the discussion will almost exclusively center around customer satisfaction. While this measurement is important, there is a potentially larger and more fundamental cost pool that is generally ignored.

How satisfied your agents are with their job.

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