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IoT-Brand-Building Opportunity for Customer Service Organizations

IoT-Brand-Building Opportunity for Customer Service Organizations

By Michael Ringman, CIO, TELUS International

Using Design Thinking to Craft Customer Experiences

Using Design Thinking to Craft Customer Experiences

By George Hines, CIO, Massage Envy

Waking up to the Contact Center Technology Revolution

Waking up to the Contact Center Technology Revolution

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

Top 10 Contact Center Services Companies - 2017

Top 10 Contact Center Services Companies - 2017

By Editorial and Advising Board of ES Outlook

Allied Global: Tailored-Made Contact Center Services

Global CEO

Allied Global: Tailored-Made Contact Center Services

Multilingual solution providers for B2B and B2C organizations that has partnered with many startups and Fortune 500 companies...more>>

Executing a Proof of Concept Test for Robotic Process Automation

By Terry E. Lang, Vice President, National Operations Manager, Comerica Bank

Executing a Proof of Concept Test for Robotic Process Automation

Savvy application purchasers in the contact (call) center space are starting to demand proof that their purchase will yield results before committing their hard fought technology budget. To ...more>>

Using Design Thinking to Craft Customer Experiences

By George Hines, CIO, Massage Envy

Using Design Thinking to Craft Customer Experiences

It’s one thing to say you are focusing on the customer experience, but it’s another thing entirely to genuinely understand it and ultimately inspire customer delight by...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>>

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>>

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>>

Focus on Resiliency to Unleash Innovation

By Scott Alcott, CIO, Comcast Corporation

Focus on Resiliency to Unleash Innovation

Resiliency might not be the first thing that leaps to mind when you think about inventing the next great app, or modernizing your back office. But effective resiliency planning represents an...more>>

Effective Global Call Center Management in the Consumer- Driven Economy

By Scott Horace, SVP-Global Contact Center Management, Mastercard

Effective Global Call Center Management in the Consumer- Driven Economy

Trust is everything with consumers—whether it’s providing a replacement card quickly should you lose one while traveling, to understanding how a product works— we want to ...more>>

Scott Zieber, VP & CIO, Gannett Fleming, Inc

The Today and Tomorrow of Engineering

By Scott Zieber, VP & CIO, Gannett Fleming, Inc

Mark Williams, VP/CIO, ACI Clinical

The Next Big Thing in Pharma and Life Sciences Industry

By Mark Williams, VP/CIO, ACI Clinical

Jim Satterfield, Chief Information Officer, Firestorm Solutions, LLC

IT-DR plans-a Critical Intersect with Business Continuity Recovery

By Jim Satterfield, Chief Information Officer, Firestorm Solutions, LLC

Brian LeClaire, SVP & CIO, Humana

Making the Skies Safer and the Population Healthier

By Brian LeClaire, SVP & CIO, Humana

Michael Gabbei, CIO, Celedon Group

Collaborative Engagements to Drive Business Value

By Michael Gabbei, CIO, Celedon Group

 Bruce Valk, CIO & VP, Silver Star Brands

Lessons Learned from a Barber

By Bruce Valk, CIO & VP, Silver Star Brands