Customer Contact Blog


MDeSallesPA
Posted by MDeSallesPA; on Apr 16, 2015
Views: 1835


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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BrendanRead
Posted by BrendanRead; on Apr 14, 2015
Views: 2236


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…


njamison
Posted by njamison; on Apr 13, 2015
Views: 1608



MDeSallesPA
Posted by MDeSallesPA; on Apr 07, 2015
Views: 1572


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…

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njamison
Posted by njamison; on Mar 27, 2015
Views: 1552


Highlights of Enterprise Connect 2015


njamison
Posted by njamison; on Mar 27, 2015
Views: 1574


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BrendanRead
Posted by BrendanRead; on Mar 26, 2015
Views: 2109


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.


MDeSallesPA
Posted by MDeSallesPA; on Mar 25, 2015
Views: 1659


Important questions to ask when considering whether to outsource your brand's customer care

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MDeSallesPA
Posted by MDeSallesPA; on Mar 18, 2015
Views: 1385


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.…


MDeSallesPA
Posted by MDeSallesPA; on Mar 12, 2015
Views: 1362


For contact center transactions, Frost & Sullivan defines Cost-to-Serve (CTS) as the total cost across all channels to resolve customer issues.


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