Do you hate wasting time on bad customer service when you're on the clock? So will your company, which stands to lose $900 per employee in lost productivity.
Michele Masterson | Jul 17, 2014
A new study by eDigitalResearch confirms: Live chat is the most satisfying modality for customer engagement.
Eric Felipe-Barkin | Jul 10, 2014
First integrated call center operation could go live this year. [Originally featured on DestinationCRM.com]
Jun 25, 2014
Red Hat migrates legacy structure to Genesys Customer Experience Platform.
Michele Masterson | Jun 25, 2014
If your customer service model emphasizes wowing customers over offering efficiency, you may be going about it all wrong.
Michele Masterson | Jun 18, 2014
Features include visual IVR, an enhanced business rules tool, and a multichannel agent desktop solution.
Michele Masterson | Jun 12, 2014
These days, the keyboard is mightier than the sword. If you're not responding to complaints on social media as quickly as your current customers expect, you're not only alienating them, but potential customers as well.
Michele Masterson | Jun 05, 2014