Customer Contact Blog


BrendanRead
Posted by BrendanRead; on Oct 30, 2015
Views: 2956


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: 1955


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: 2547


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: 3351


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: 1935


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: 1199



BrendanRead
Posted by BrendanRead; on Jun 30, 2015
Views: 2407


Why meeting the needs of an aging population is becoming a key market for the Internet of Things


epopova
Posted by epopova; on Jun 18, 2015
Views: 5061


While I was at Thunderbird School of Global Management in Glendale, Arizona, I took a class titled Competing Through People. This class was about the importance of people and company culture in accomplishing key business goals. Earlier this month, I …


epopova
Posted by epopova; on Jun 15, 2015
Views: 3305


I had the pleasure of attending Interactions 2015, Interactive Intelligence’s annual partner, consultant and analyst event. Interactive Intelligence is currently at major cross-roads as it tries to reposition for further success in the evolving busin…


njamison
Posted by njamison; on May 26, 2015
Views: 2356


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