Viewpoint: Recognise contact centres' role in revenue generation
Contact centres should be a critical step in revenue generation, says Pommie Lutchman, CEO of Ocular Technologies.
Viewpoint: The growing trend of conversational commerce
Use technology to be human, states Pommie Lutchman, CEO of Ocular Technologies.
Viewpoint: Use customer analytics to outsmart competitors
Customer experience analytics makes every customer touch point a source for a competitive advantage, says COO of Ocular Technologies Ebrahim Dinat.
Viewpoint: WFM tools address future business scenarios
The contact centre environment needs a global workforce management solution to be flexible, says Ocular COO Ebrahim Dinat.
Training key to continued success in contact centres
To ensure contact centre agents are equipped to provide a positive customer experience, the role of training cannot be overlooked, says Jed Hewson, Co-founder and Joint CEO of 1Stream.