If monitoring your Twitter feed is such an effective customer service strategy, why are nearly 80 percent of top companies not responding to customers?
Michele Masterson | Jan 14, 2015
Technology incorporates real-time streaming, voice biometrics, and analytics to thwart fraudsters.
Michele Masterson | Jan 08, 2015
The $275 million deal expands Alorica's capabilities, service offerings, and delivery options. (Featured on destinationCRM.com.)
Leonard Klie | Jan 07, 2015
As businesses head into the new year, more emphasis is being placed on security. Here are some measures companies can take to mitigate risks in the contact center.
Michele Masterson | Dec 18, 2014
The SIO market includes traditional and developing technologies to support an increasingly connected world.
Michele Masterson | Dec 10, 2014
Vasili Triant says, keep it simple and stop overthinking customer service.
Michele Masterson | Dec 04, 2014
Aspect sees WebRTC hurdling from hype to must-have technology.
Michele Masterson | Nov 24, 2014