First Call Resolution
With Call Center Week approaching, here are 5 essential customer management questions that MUST be answered. Full Article »
John Cushman has his finger to the pulse of the next generation technology. He also is a believer in making global customer data actionable. AT&T believes in innovation especially when it comes to serving its customers. In this exclusive interview Lisa Schulman, Call Center Week producer, sits down with Cushman, Vice President at AT&T Full Video »
Archive: This is an archived podcast recorded in advance of our 7th Annual Call Center Summit. For many years, call center professionals found themselves fixated on performance benchmarks and "best practice metrics." They strived to quantify every possible element of the customer experience, confident that performance against this black-and- Full Podcast »
According to research from Forbes, over 80% of business executives still share a belief in the power of face-to-face meetings. While being mobile and web-based allows for people to engage with each other online, in-person or live conferences are a positive disruption to our usual routines.
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