Happy Holidays from EPIC

Originally published on LinkedIn by Bill Pieper, President of EPIC Connections Contact centers are metrics-driven organizations. Management teams focus on customer journey analysis, customer retention rates, average handle time and myriad other metrics, because...

Originally published on LinkedIn by Bill Pieper, President of EPIC Connections Being a contact center executive is a unique (and stressful) role. While contact centers provide service to customers, most are also service providers within their own organizations. In...

Delivering results within the corporate structure is primarily driven by meeting customers’ needs and reducing operating costs. This has kept the top three concerns of contact center executives fairly consistent over time. However, as technology advances, the methods...