How can you provide stellar customer care if you knowingly hinder the progress of your front line? Put your money where your mouth is—up-to-date technology and respect means engaged employees and happier customers.
New solutions will provide relevant social data to customer service reps.
Think your organization offers a great multichannel experience? Unless you're connecting the dots between channels, your customer service is less than optimal.
National Australia Bank and Time Warner customers prefer a mobile touch point.
Data science fuels better workflows and business processes.
The new general manager of IBM Commerce, Deepak Advani, shares his vision for an experience-centric strategy in an interview with Smart Customer Service.
A CFI Group study suggests agents and their call performance can influence purchasing. Read our exclusive interview with CEO Sheri Petras.