Do happier employees really equal happier customers?
The company's mobile app is turning heads in the fast-food industry.
While WFM sales are gaining, veteran vendors are slow to refresh their systems, leaving room for more nimble vendors to capture the market, says Donna Fluss.
Contact centers aren't prepared to handle growing cross-channel demand.
In the immortal words of Ferris Bueller, life moves pretty fast. If you don't stop and look around once in a while, you could miss it. ICMI analyst Justin Robbins offers tips to keep you up to speed with the changing face of customer care.
LinkedIn and Kohl's improve cross-channel engagement effectiveness.
A revamped WFO suite prioritizes customer engagement and employee optimization with an assist from analytics and voice biometrics.