Contact centers should deliver personalized and proactive customer service, and here's how to do it.
Posted March 26, 2016
The rise in digital channels requires contact centers to address new metrics for agent performance.
Posted December 04, 2015
Customers are increasingly choosing to use the Internet instead of making phone calls. However, there's also a need to provide broader support within Web chat. Here's what enterprises can do to evolve their Web solutions to better serve customers better and create integrated support experiences.
Posted September 30, 2013
By using social media proactively, enterprises can prevent brand damage, deflect calls, and improve customer advocacy and satisfaction.
Posted April 03, 2013