Customer Contact Blog
Posted by MDeSallesPA; on Apr 07, 2015
Changing consumer behavior is forcing organizations to re-define the customer interaction experience. The supporting technology that enterprises use to shape the new customer experience paradigm, continues to evolve. This includes front-end IVR, back…
Posted by njamison; on Mar 27, 2015
Opening Day at the New Avaya Stadium
Posted by BrendanRead; on Mar 26, 2015
A new, disquieting, but refreshingly honest, and yet unsurprising International Customer Management Institute (ICMI)/ LiveOps report calls into question the underlying value of having contact centers to support the Customer Experience.
Posted by MDeSallesPA; on Mar 25, 2015
Important questions to ask when considering whether to outsource your brand's customer care
Posted by MDeSallesPA; on Mar 18, 2015
Frost & Sullivan has noted in our interviews with leading market participants, a trend toward reducing the number of provider partners. This movement has been particularly acute over the last 3 years.…
Posted by MDeSallesPA; on Mar 01, 2015
Guyana has a storied reputation in American minds. The question is whether it's a good destination for customer care outsourcing for calls from the U.S..