Don't just thank customers during the holidays; that should be standard practice all year long.
Agent-advocates can be your strongest means toward more loyal customers.
There are seven key categories of metrics that should be used to measure contact center performance.
Guidance is the key to Uber's and Lyft's successes, and it can work for contact centers too.
A smart, multilayered approach to fraud prevention and identity verification is key.
Contact center operations have evolved tremendously over the past decade. Does a move to the cloud make sense for your business?
TechSee's AI-based video service leverages a combination of computer vision, augmented reality, and users' smartphone cameras to deliver tech support to customers.
The company's new holiday campaign is all about putting a positive spin on customer service during the busiest time of year.
The robotic process automation solution monitors the end-to-end health of contact center systems.
The solution aims to provide the data necessary to deliver predictive customer service for Internet of Things (IoT) devices.
LivePerson Maven replaces traditional websites and toll-free phone numbers.
The platform leverages the knowledge of expert users to help companies provide quick and effective customer service.
It turns out that live chats have a hidden feature that customers may not be aware of—agents can see what they're typing before they hit enter.
Together, Neustar and TRUSTID will deliver a suite of call center fraud, risk, and caller authentication solutions. (Featured on DestinationCRM.com.)