Customer Contact Blog


BrendanRead
Posted by BrendanRead; on Oct 05, 2015
Views: 2900


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: 3490


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: 4257


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: 2967


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: 1847



BrendanRead
Posted by BrendanRead; on Jun 30, 2015
Views: 3163


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: 7508


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: 4158


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: 3009


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BrendanRead
Posted by BrendanRead; on Apr 28, 2015
Views: 2190


Category : Customer Contact

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


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