Live Chat Pops Up as a Preferred Customer Service Channel

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The best customer service is an effortless experience. Live chat can deliver on that promise and save you money too.

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You May Be Ignoring the Megaphone Effect of Twitter, but Your Customers Aren't

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
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NICE Systems' Real-Time Fraud Prevention Is a Triple Threat in the Contact Center

Technology incorporates real-time streaming, voice biometrics, and analytics to thwart fraudsters.

Michele Masterson | Jan 08, 2015
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Alorica Acquires Several of West's Agent Services Businesses

The $275 million deal expands Alorica's capabilities, service offerings, and delivery options. (Featured on

Leonard Klie | Jan 07, 2015
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3 Best Practices to Avert Contact Center Fraud

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
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Frost & Sullivan Identifies Emerging Support Interaction Optimization Market

The SIO market includes traditional and developing technologies to support an increasingly connected world.

Michele Masterson | Dec 10, 2014
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Q&A: LiveOps CEO Gets Human About Great Customer Service

Vasili Triant says, keep it simple and stop overthinking customer service.

Michele Masterson | Dec 04, 2014
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Aspect Dives into the WebRTC Pool with Embedded Customer Service Solutions

Aspect sees WebRTC hurdling from hype to must-have technology.

Michele Masterson | Nov 24, 2014