Customer Contact Blog


njamison
Posted by njamison; on Dec 15, 2015
Views: 2105


Themes from Cisco Collaboration Summit 2015

Tags :

BrendanRead
Posted by BrendanRead; on Nov 05, 2015
Views: 3503


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: 3013


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: 2015


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: 2593


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: 3418


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…

Tags :

BrendanRead
Posted by BrendanRead; on Jul 29, 2015
Views: 2005


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: 1227



BrendanRead
Posted by BrendanRead; on Jun 30, 2015
Views: 2451


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: 5176


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 …


Get this feed