Customer Contact Blog


njamison
Posted by njamison; on Apr 13, 2015
Views: 1535



MDeSallesPA
Posted by MDeSallesPA; on Apr 07, 2015
Views: 1507


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: 1456


Highlights of Enterprise Connect 2015


njamison
Posted by njamison; on Mar 27, 2015
Views: 1483


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BrendanRead
Posted by BrendanRead; on Mar 26, 2015
Views: 1957


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: 1600


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: 1303


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: 1276


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


sloynd
Posted by sloynd; on Mar 12, 2015
Views: 1791


A summary of the recent “Offshoring South Africa” summit in Cape Town, South Africa.


BrendanRead
Posted by BrendanRead; on Mar 02, 2015
Views: 1488


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