Customer Contact Blog

Posted by MDeSallesPA; on Jul 30, 2015
Views: 4142

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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Posted by BrendanRead; on Jul 29, 2015
Views: 2808

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 dfrigstad; on Jul 24, 2015
Views: 1785

Posted by BrendanRead; on Jun 30, 2015
Views: 3014

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
Views: 7166

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
Views: 4020

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
Views: 2945

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Posted by BrendanRead; on Apr 28, 2015
Views: 2077

Category : Customer Contact

How Mural used support interaction optimization (SIO) from to improve its business

Posted by MDeSallesPA; on Apr 16, 2015
Views: 1760

Delta customer service at its best across the logistics chain - in the air and on the ground. This analyst LOVES Delta.

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Posted by BrendanRead; on Apr 14, 2015
Views: 2108

The prevailing wisdom is that providing an excellent Customer Experience is vital for companies' success and growth. But there are all too many reports about poor customer service. Why is there a disconnect? The blog presents several theories. Reader…

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