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DCG research and articles about: call-center

Companies may be sitting on a treasure trove of customer feedback but don’t realize it

It’s increasingly difficult for companies to get good response rates when they ask customers for feedback. Many buyers are tired of being “invited” to participate in surveys at the end of telephone calls or chat sessions, or of being surveyed at the point of sale, or asked to log onto the website at the bottom of… read more >

voice care agents

Voice is Dead. Long live Non-Voice.

Since 2010 the sale of voice-related technology for the contact center has seen a steady decline. This has forced the contact center and voice vendors such as Avaya, Interactive Intelligence, Cisco, Nuance, Genesys and others to explore different growth strategies in order to keep shareholders happy. The typical choices these vendors made was to start… read more >

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