Do you think your contact center is safe from lawsuits? Think again. The rise in mobile channels is increasing legal woes for the contact center.
Michele Masterson | Apr 09, 2014
Do you have a strategy to handle your mobile customers—or are you thinking about implementing one? Here are some tips to point you in the right direction.
Michele Masterson | Apr 02, 2014
Artificial intelligence fuels a sophisticated omnichannel platform.
Michele Masterson | Mar 25, 2014
While management focuses on satisfying customers, it starts with your front line. Are you making it easy for your agents to wow your customers?
Michele Masterson | Mar 18, 2014
The move is the latest in a flurry of acquisitions to boost Mitel's contact center presence by adding voice recording.
Michele Masterson | Mar 07, 2014
In a Q&A, IDC analyst Melissa O'Brien talks about the adoption surge in the cloud contact center services market.
Michele Masterson | Mar 03, 2014
Virtual assistant technology brings Salesforce technology to consumers' level.
Michele Masterson | Feb 25, 2014