The practical realities of contact centre trends in 2020
While the potential of innovative contact centre technologies can be tempting, companies must first be certain these will solve business problems.
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.