Login

Category: Contact Center

People Paradox study
Alex Gaw

The CX World Grapples with a ‘People Paradox’ Issue

Organizations Place Greater Value on Hiring New Workers Than Retaining Those Already Hired
Customer support for product design problems
Keith Kirkpatrick

Mitigating Product Design Issues with CX

Simply Acknowledging Problems Customers Are Having and Keeping Them Updated Goes a Long Way
Limiting negative customer experiences
Keith Kirkpatrick

Reducing Negative Peaks to Improve CX

AI Technology Provides One Path to Finding and Limiting Bad Experience in the Customer Journey
Managing customer complaints
Keith Kirkpatrick

Managing Customer Complaints Effectively and Efficiently

Deal with Issues, Even Those Resulting from Customer Ignorance, Quickly and with Empathy
Customer experience research studies and surveys
Alex Gaw

New Research from 451 Research, Optimizely, Relay Network, Gartner, and Gladly

Topics Include Conversation Automation, Technology’s Role in Creativity, Customer Engagement Among Banks, and More
Customer Experience Technology Guide
Keith Kirkpatrick

Demystifying the CX Technology Stack

Dash Network’s Inaugural CX Technology Guide Examines the Function and Fit of a Range of Technology Elements and Best Practices
Supporting live agents telecommunications
Keith Kirkpatrick

Supporting Live Agents with Robust Technology Is Still Key to Enabling Excellent CX

Amdocs Customer Engagement Solution for CSPs Benefits Both Contact Center and Retail Store Workers and Customers
Daniel Newman

ServiceNow Revenue Hits $1.75B in Q2 2022, Up 24% YoY

Futurum analysts Daniel Newman and Todd R. Weiss share their insights as ServiceNow’s revenue hits $1.75B in Q2 2022, up 24% YoY, showing positive results during turbulent times in the markets.
Customer service callbacks
Keith Kirkpatrick

Using Callbacks to Improve CX and Drive Revenue

Companies Also Can Employ the Technology to Match the Right Agent to the Right Customer Issue
Medallia Mindful acquisition
Sherril Hanson

Medallia to Purchase Callback Technology Provider Mindful

Combined Technologies Will Provide Opportunity for a More Positive and Personalized Contact Center Experience
Customer experience noise reduction
Keith Kirkpatrick

Reducing Noise to Elevate Voice Interaction CX

Multiple Measures for Mitigating Miscommunication and Misunderstanding
Telecom customer experience automated ticket correlation
Keith Kirkpatrick

Utilizing Automated Ticket Correlation to Improve CX Responsiveness

Measures to Help Telecom Operators Keep Their Technical Staff, Agents, and Customers More Informed
Become a Client

The Futurum Group

(833) 722-5337

501 West Ave., Suite 2102
Austin TX 78701

Linkedin Youtube Facebook

Welcome to The Futurum Group

Login to The Futurum Group
Login to Futurum Intelligence
Login to Futurum Labs Research Library

Thank you, we received your request, a member of our team will be in contact with you.