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Using Design Thinking to Craft Customer Experiences

Using Design Thinking to Craft Customer Experiences

By George Hines, CIO, Massage Envy

Digital Consumerism Changes the Face of the Contact Center

Digital Consumerism Changes the Face of the Contact Center

By Randy Holl, CIO, Contact Solutions, a Verint Systems Company

IoT-Brand-Building Opportunity for Customer Service Organizations

IoT-Brand-Building Opportunity for Customer Service Organizations

By Michael Ringman, CIO, TELUS International

Top 10 Contact Center Services Companies - 2017

Top 10 Contact Center Services Companies - 2017

By Editorial and Advising Board of ES Outlook

Waking up to the Contact Center Technology Revolution

By Keith R. McFarlane, CTO & VP of Engineering, LiveOps

Waking up to the Contact Center Technology Revolution

An event occurred last year that really brought the power of big data and the Internet of Things (IoT) home to me. One night in August, a major earthquake awoke many across...more>>

Cloud Choices for Customer Engagement: What's Best for Your Contact Center

By Jason Alley, Director of Solutions Marketing and Cloud Solution, Interactive Intelligence

Cloud Choices for Customer Engagement: What's Best for Your Contact Center

Not since the In­dustrial Revo­lution in the 1800s have we observed such rapid change,” says Richard Edelman, president and CEO of Edelman, in his foreword to the ...more>>

Successful Contact Center Cloud Migrations

By Scott Prater, VP of Technology, PPT Solutions

Successful Contact Center Cloud Migrations

It’s no secret that businesses today either have already significantly migrated to the cloud, are in the middle of a cloud migration, or are developing their cloud strategy. When...more>>

Contact Center - Trends and Opportunities

By Supantha Banerjee, CIO, PSC Metals, Inc.

Contact Center - Trends and Opportunities

Gone are the days when a customer service call started with, “what is your order number?” If John Doe calls, now conversation starts with “Thank you Mr. Doe for being a...more>>

Upcoming Trends in the Contact Center Industry

By Matt Rocco, President and COO, Etech Global Services

Upcoming Trends in the Contact Center Industry

It’s hard to believe that 2014 is coming to an end. Time seems to move faster each and every year. However, the only thing that seems to move more quickly than time is technology and...more>>

Redefining the Role of Contact Centers

By Rosetta Carrington Lue, Chief Customer Service Officer and Executive Director, City of Philadelphia

Redefining the Role of Contact Centers

Transforming Contact Centers with Cloud Computing Philly311 connects citizens to city services, and makes local government more efficient. We use technology to make city government more ...more>>

The Future of Contact Center Technology Lies Not in the Technology Itself

By Lara Ponomareff, Practice Leader, CEB

The Future of Contact Center Technology Lies Not in the Technology Itself

Social, mobile, .speech analytics, omni-channel, and the Cloud. Today’s contact center technology landscape is full of new, sophisticated solutions that seem to offer endless...more>>

CIO Speaks

Daniel Hughes, CIO, ELEMENTIS GLOBAL, LLC

Digital Innovation Energizes Global Compliance Management

By Daniel Hughes, CIO, ELEMENTIS GLOBAL, LLC

Isaac Sacolick, CIO/CTO, Greenwitch Associates

Empowering Financial Services Space with Technology

By Isaac Sacolick, CIO/CTO, Greenwitch Associates

Michael Meyer, CIO and CSO, MRS BPO LLC

AI and the Intelligent Cloud

By Michael Meyer, CIO and CSO, MRS BPO LLC

Alvina Antar, Chief Information Officer, Zuora

Subscription Services Make You Reconsider ERP

By Alvina Antar, Chief Information Officer, Zuora