Enterprise Gamification for Contact Centers
Gamification is a powerful mechanism for driving engagement, compliance, and accountability. There’s more to it than just competitions and badges. When done right,...
Aite Impact Matrix: Client Life Cycle Management Vendor Review: All on Board in Capital Markets?
Buy-side, sell-side, and market utility firms continue to struggle with too many disconnected systems and processes that operate complex high-risk businesses. Decades...
Top 10 Customer Effort & Customer Experience FAQs
Customer effort, while absolutely critical to understanding what kind of customer experience your company delivers, can also be an overwhelming concept to grasp.
So we...
Modernizing Contact Center Agent Performance Measurement With the Customer in Mind
Why do we measure call center agent performance? To check off boxes or improve rep QA scores? If the metrics aren’t linked to actual quality, your business might...
The Next Generation of Customer Effort Measurement
if you’ve ever been curious about why Customer Effort matters for businesses, how high-effort interactions drive disloyalty and churn, the problems with traditional...
Emerging Cross-border E-Commerce Market: The Middle East
The Middle East is one of the most digitally advanced regions in the world, with almost 100% penetration in many countries. For e-commerce brands wishing to sell into...