by Bill Pieper | Jun 27, 2019 | News
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...
by Bill Pieper | Apr 16, 2019 | News
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...
by Bill Pieper | Feb 19, 2019 | News
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...
by Bill Pieper | Dec 20, 2018 | News
Modernization is a clear trend in the contact center world. But, as we all know, adding new technology starts with a thorough search, careful selection and effective implementation of the chosen technology. Having served many clients over the years who were starting...
by Bill Pieper | Oct 23, 2018 | News
The way people work has changed, and with the increase of mobile, distributed teams, remote locations, and the use of software driving the demand for “always-on” cloud communications, forward-thinking companies of all sizes are turning to—proactively...
