Customer Contact Blog
Posted by MDeSallesPA; on Apr 16, 2015
Delta customer service at its best across the logistics chain - in the air and on the ground. This analyst LOVES Delta.
Posted by BrendanRead; on Apr 14, 2015
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…
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.…