Customer Contact Blog


BrendanRead
Posted by BrendanRead; on Nov 24, 2014
Views: 2757


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BrendanRead
Posted by BrendanRead; on Sep 03, 2014
Views: 1023


Focusing on the “Customer Experience” should be obvious to companies, but it is honored more in the breach, including by vendors, for several reasons.


BrendanRead
Posted by BrendanRead; on Jul 23, 2014
Views: 1937


Social media marketing issues and an approach to finding answers to them.


njamison
Posted by njamison; on Jun 09, 2014
Views: 4484


Category : Cloud, Customer Contact

Last week I attended Interactions14, Interactive Intelligence’s partner, customer and analyst summit in Indianapolis. It didn’t disappoint. There were lots of good sessions, catching up, and Interactive Intelligence news.The big news was the introduc…

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BrendanRead
Posted by BrendanRead; on May 09, 2014
Views: 10852


A firsthand account of how Belmar, New Jersey residents and the local government communicated during and after Hurricane Sandy, how tools such as the Web, proactive notifications, and social media proved invaluable, but also about how future disaste…


ashah
Posted by ashah; on Apr 24, 2014
Views: 24297


IBM is partnering with Fluid, Inc. to change the shape of the consumer shopping experience.


robarnold4
Posted by robarnold4; on Apr 15, 2014
Views: 3178


In recent weeks I've been briefed and had demos with a number of startup developers who focus on business, user, or process efficiency and productivity. From a high level there are striking similarities in what they do and aspire to achieve. In gener…


BrendanRead
Posted by BrendanRead; on Mar 26, 2014
Views: 1789


Why do companies find it easier to cover up mistakes rather than preventing then, detecting them early on, and taking action, and taking full responsibility, and are extreme measures needed to break this behavior pattern?


BrendanRead
Posted by BrendanRead; on Mar 14, 2014
Views: 2176


Category : Customer Contact

What will the new customer experience environment, or landscape look like.


BrendanRead
Posted by BrendanRead; on Mar 05, 2014
Views: 1651


A two part look at the decline of the traditional "call center", the factors causing it. and what customer service will look like going forward in the North American market.


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