Is your company frequently ripping and replacing knowledge management systems? Consider these suggestions instead.
Service teams are taking on cross-sell and up-sell responsibilities, while insides sales are answering service requests. Are you ready for a new era of customer service?
After offending customers, the nation's largest retailer fails to issue a direct apology and scrubs its social media sites of negative feedback.
Thanks to data, design, and smart apps, this will be a defining year for digital customer engagement.
Used with metrics that monitor performance quality, churn can provide insight into every aspect of an organization.
Here's how to get customers to complete their purchases in-store.
As businesses head into the new year, more emphasis is being placed on security. Here are some measures companies can take to mitigate risks in the contact center.
The SIO market includes traditional and developing technologies to support an increasingly connected world.
Vasili Triant says, keep it simple and stop overthinking customer service.
Aspect sees WebRTC hurdling from hype to must-have technology.
Whether offering greater multichannel insights, motivating agents, or fostering employee collaboration, Kana's latest enterprise platform blends customer engagement with context.
Intelligent virtual assistance gives 7 self-service capabilities.
Big Blue steps away from its hardware cocoon and incorporates social into its strategies.
WebRTC and gamification are among the solutions poised to gain increased visibility and traction in the contact center market in 2015. Here's what Aberdeen Research director Omer Minkara says should be on your radar.