Expert Advice

Tom Smith

Empower Customer-Facing Employees to Engage Customers

These front-line employees are your brand. Are you giving them the tools they need to develop customer loyalty?

John Ragsdale

The State of Social Media in B2B Support

Don't try to solve product problems via Twitter or Facebook. Instead, move the conversation to direct messages or email, out of the public eye.

Denis Pombriant

From Transaction to Process

The "one and done" approach to CRM is now considered an old-school tactic. Continuous action—from problem to resolution—will inspire consumer trust and prompt repeat business.

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Vendor Views

Anna Convery

The New-Age Contact Center: 3 Steps to Fostering Highly Engaged Employees

New technologies and best practices can play an important role in improving employee engagement and customer service in today's radically changing contact center.

Matt Lautz

Measuring the Metrics That Matter: The Do's and Don'ts for Inbound Contact Centers

In today's fast-paced world—where answers to almost any question can be retrieved with a few clicks—consumers expect information in seconds. What does that mean for your inbound customer service contact center?

Michelle Brusyo

The Role of Multimedia in the Customer Service Experience

At times, it may seem as if doing business online instead of in person creates a disengaged customer experience. But when right technologies to leverage multimedia and visual elements arej used, the online customer service experience can be even more engaging than doing business face to face.

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Gains Seen in the Workforce Contact Center Market

Michele Masterson | April 23, 2014

While demand for workforce management systems continues to increase, its growth is solid but not spectacular. Can cloud and mobile solutions save the day?