After offending customers, the nation's largest retailer fails to issue a direct apology and scrubs its social media sites of negative feedback.
A TSIA survey reveals that a majority of respondents prefer self-service to other channels, but few are finding what they need.
If you aren't paying attention to the complex patterns of nontraditional interactions, it could cost you.
Customer experience is one of the few areas in which retailers can differentiate themselves from the competition. As the holiday season approaches, remember these key tips to keep your organization on track.
Conquer the challenges of business growth while still meeting internal goals and customer demands.
Increase contact center efficiency by avoiding the clutter of an unruly technology stack and adopting a channel-centric approach.
WebRTC and gamification are among the solutions poised to gain increased visibility and traction in the contact center market in 2015. Here's what Aberdeen Research director Omer Minkara says should be on your radar.
Attrition is the bane of contact centers. If you want to hold on to your best agents, engage them the way you would your customers.
Cold software combined with warm bodies equals happy customer care.
Separately, Five9 releases a standalone TCPA solution to comply with FCC regulations.
The convergence of technology shifts means looking at users based on their digital proficiency.
Speakers highlight the problem of service gaps between channels; Verint Engagement Analytics is announced.
Miscommunication and division between lines of business can spell a customer exodus.
It may take a village to keep your customers happy and improve your bottom line, but you need patience.