Articles
The contact center industry, known for high attrition rates, sees opportunity for improved employee engagement in the midst of the COVID-19 outbreak.
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Where's the proper balance between self-service and direct customer support and how can businesses strike that balance?
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Maybe it's time to try something different in the contact center.
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Marketing does much more than just filling a pipeline with qualified leads. It should now own the entire customer experience, starting with the contact center.
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Cisco announced today a $1.9 billion acquisition of Broadsoft.
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Your company’s contact center is more than just a hotline for fielding customer questions or complaints. And if you're still viewing it that way, it’s time to say goodbye to that outdated perception. Contact centers are your hub for delivering outstanding customer service.
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When you go to your local grocery store do you notice how many kinds of the same products there are?
How about the fact that many cars now look the same?
This new shopper reality is called commoditization. There isn’t much that differentiates today’s products.
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Telemarketing as we know it is dead and may it rest in peace: the calls at dinnertime about random products and services, the hard sells, the arm-twisting donation pleas.
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Everyone expected that a contact center application provider and a hardware provider would merge. It's just that they thought it would be the hardware provider making the deal.
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Genesys released an update to its Customer Experience Platform that it boasts will help you engage and guide your customers.
Reed Henry, chief marketing officer for Genesys, said the platform integrates and augments customer relationship management(CRM).
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Although most executives think they’re doing a good job in delivering the best service to their customers, there is plenty of room for improvement.
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While the media has focused its attention on the seemingly never-ending data breaches that occurred over the past year, another type of fraud is on the rise again, threatening customer loyalty and wallet share of financial institutions and businesses in similar high-risk industries. According to an infographic by NICE Systems,
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Kana, the customer service software company acquired earlier this year by Verint, claims it is making that job a little easier by adding an internal social network into the 2014 version of its flagship contact center software, Kana Enterprise, which rolled out today.
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Acquisitions in the customer experience arena are reshaping marketing communications as consumers grow more powerful, more demanding. Consistency in communication across all channels is now a key factor in satisfying individual customers.
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