Customer Contact Blog


BrendanRead
Posted by BrendanRead; on Jan 29, 2016
Views: 3226


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: 2173


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: 2354


Themes from Cisco Collaboration Summit 2015

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BrendanRead
Posted by BrendanRead; on Nov 05, 2015
Views: 3655


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: 3308


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: 2292


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: 2849


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.


MDeSallesPA
Posted by MDeSallesPA; on Jul 30, 2015
Views: 3696


One of the key foundational elements along the customer journey is having a multi-channel analytical framework that captures and analyzes customer interactions—both traditional and digital channels. Once the groundwork is established, the next step i…

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BrendanRead
Posted by BrendanRead; on Jul 29, 2015
Views: 2268


Category : Customer Contact

Canada is again becoming attractive for nearshore contact centers thanks to a weak Canadian dollar. But U.S. and U.S. serving companies should think twice about going back with traditional centers. Instead they should consider the alternative of work…


dfrigstad
Posted by dfrigstad; on Jul 24, 2015
Views: 1468



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