Customer Contact Blog
Posted by BrendanRead; on Mar 24, 2016
A recent report indicates that social customer service and support may be fading but instead social customer interactions may be evolving to encompass more marketing and sales.
Posted by njamison; on Mar 17, 2016
Summary of some of the contact center announcements at Enterprise Connect 2016
Posted by alaasaayed; on Mar 07, 2016
Over the years, Plantronics has successfully led in the market with the concept of “one headset does not fill all”. As such, the vendor has relentlessly analyzed the behavior and environments of business users in order to identify their evolving comm…
Posted by njamison; on Feb 23, 2016
Speech Technologies have now become a trusted enabler in the potential for digital transformation of the Customer Experience
Posted by BrendanRead; on Jan 29, 2016
There are critical environment issues that have limited the ability of retailers to have in-store staff also handle online customers. There are new technologies that are being rolled out to make this happen.
Posted by BrendanRead; on Dec 18, 2015
More customer contact applications are in the cloud, but this number will rise with customers' increasing preference for digital channels.
Posted by njamison; on Dec 15, 2015
Themes from Cisco Collaboration Summit 2015
Posted by BrendanRead; on Nov 05, 2015
Law enforcement organizations can greatly benefit from Big Data Analytics, but they must be very careful in how they apply them. They can learn lessons from customer contact organizations.