Browsing: Kelvin Brown

Enabling a digital channel without properly designed backend processes can harm CX, writes Telviva’s Kelvin Brown.

Promoted | Telviva has designed a service experience ecosystem for its contact centre customers, writes Kelvin Brown.

Promoted | Prioritising EX for a contact centre agent goes a long way towards converting a contact centre from a cost centre to a value centre, writes Telviva’s Kelvin Brown.

Promoted | Refining and improving customer experience is a digital transformation priority for businesses as they seek to maintain and improve their competitive advantage.

Promoted | As organisations around the world come to terms with the biggest disruption in living memory, the fundamentals of a successful business remain intact – and one of the most important of these pillars is relationships.