Customer Contact Blog
Posted by BrendanRead; on Sep 03, 2014
Focusing on the “Customer Experience” should be obvious to companies, but it is honored more in the breach, including by vendors, for several reasons.
Posted by njamison; on Jun 09, 2014
Last week I attended Interactions14, Interactive Intelligence’s partner, customer and analyst summit in Indianapolis. It didn’t disappoint. There were lots of good sessions, catching up, and Interactive Intelligence news.The big news was the introduc…
Posted by BrendanRead; on May 09, 2014
A firsthand account of how Belmar, New Jersey residents and the local government communicated during and after Hurricane Sandy, how tools such as the Web, proactive notifications, and social media proved invaluable, but also about how future disaste…
Posted by ashah; on Apr 24, 2014
IBM is partnering with Fluid, Inc. to change the shape of the consumer shopping experience.
Posted by robarnold4; on Apr 15, 2014
In recent weeks I've been briefed and had demos with a number of startup developers who focus on business, user, or process efficiency and productivity. From a high level there are striking similarities in what they do and aspire to achieve. In gener…
Posted by BrendanRead; on Mar 26, 2014
Why do companies find it easier to cover up mistakes rather than preventing then, detecting them early on, and taking action, and taking full responsibility, and are extreme measures needed to break this behavior pattern?
Posted by BrendanRead; on Mar 14, 2014
Category : Customer Contact
What will the new customer experience environment, or landscape look like.
Posted by BrendanRead; on Mar 05, 2014
A two part look at the decline of the traditional "call center", the factors causing it. and what customer service will look like going forward in the North American market.