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Tag: omni-channel-customer-service

Real-Time Analytics for Broadband Customer Support Centers

In today’s fast-paced business environment, broadband customer support centers need real-time analytics to provide top-notch customer support under pressure. One of the biggest challenges contact center managers face is the ability to react quickly to unexpected events. These events may include spikes in the volume of incoming customer interactions, longer call lengths, and agent absences. […]

Transforming the Customer Experience for Telcos

Today’s podcast features Rick Lievano, who serves as the Worldwide Director of Industry Technology Strategy for the Microsoft telecommunications industry. RIck works to develop solutions and reference architectures to address the rapidly changing needs of telecommunications providers.