One of my favorite parts of the Invoca Summit is the Invoca Summit Awards, where we have the ability to showcase achievements of you, our customers. This year, we had more nominations than ever before, and the amount of innovation achieved in the pa...
For B2C contact center sales teams....To script, or not to script?That is often the questionI have this conversation with sales managers all the time. Some teams don’t use a highly structured script, because they want agents to appear more fluid and ...
Is your contact center a source of top line revenue growth and strategic customer insight, or purely focused on operational metrics like average handle time and call deflection rate? I really hope your answer is the former, not the latter. All too of...
Everyone is worried about how economic uncertainty may impact their business - and marketing teams are no exception. The bar for measuring marketing effectiveness is getting higher by the day. In this conversation, Dennis Haupt describes how Invoca S...
