Customer Contact Blog


MDeSallesPA
Posted by MDeSallesPA; on Mar 14, 2016
Views: 4291


Principal Analyst Michael DeSalles, specializing in customer experience, uncovers a "hidden BPO gem" nestled in the heart of San Antonio's bustling customer care industry.


alaasaayed
Posted by alaasaayed; on Mar 07, 2016
Views: 3078


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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…


njamison
Posted by njamison; on Feb 23, 2016
Views: 3309


Speech Technologies have now become a trusted enabler in the potential for digital transformation of the Customer Experience


BrendanRead
Posted by BrendanRead; on Jan 29, 2016
Views: 3717


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.


BrendanRead
Posted by BrendanRead; on Dec 18, 2015
Views: 2638


More customer contact applications are in the cloud, but this number will rise with customers' increasing preference for digital channels.


njamison
Posted by njamison; on Dec 15, 2015
Views: 2679


Themes from Cisco Collaboration Summit 2015

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BrendanRead
Posted by BrendanRead; on Nov 05, 2015
Views: 4158


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.


BrendanRead
Posted by BrendanRead; on Oct 30, 2015
Views: 3871


3D Printing is beginning to revolutionize manufacturing and disrupt the supply chain. But ultimately 3D Printing will radically alter the Customer Experience including changing customer service and service delivery.


BrendanRead
Posted by BrendanRead; on Oct 05, 2015
Views: 2762


Well-trained super agents have been touted as the future of contact centers. But a more realistic option is the use of UC&C-equipped expert assistants.


BrendanRead
Posted by BrendanRead; on Aug 19, 2015
Views: 3332


eCommerce has become entrenched as a retail channel but one where customers still tend to browse rather than buy. Companies must take steps to improve the Customer Experience to grow online sales, particularly from mobile devices.


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