Customer Contact Blog
Posted by BrendanRead; on Oct 30, 2015
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.
Posted by BrendanRead; on Oct 05, 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.
Posted by BrendanRead; on Aug 19, 2015
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.
Posted by MDeSallesPA; on Jul 30, 2015
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…
Posted by BrendanRead; on Jul 29, 2015
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…
Posted by BrendanRead; on Jun 30, 2015
Why meeting the needs of an aging population is becoming a key market for the Internet of Things
Posted by epopova; on Jun 18, 2015
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 …
Posted by epopova; on Jun 15, 2015
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…
Posted by njamison; on May 26, 2015
Dimension Data's annual analyst conference overview