At-home agents can be as productive, if not more so, as those in the contact center.
Magazine Features,
Posted 01 Nov 2014
Look beyond technology to serve your customers best.
Viewpoints,
Posted 31 Oct 2014
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. (Featured on SmartCustomerService.com.)
CRM Featured Articles,
Posted 30 Oct 2014
The Freshfone update enables helpdesk agents to provide phone support from home and on the go.
CRM Across the Wire,
Posted 29 Oct 2014
RTC Client is a customizable, WebRTC-based contact center client solution.
CRM Across the Wire,
Posted 29 Oct 2014
The latest version of Pega Customer Service empowers large service organizations to better engage customers, simplify the employee experience, and change as their business evolves.
CRM Across the Wire,
Posted 29 Oct 2014
WDS Virtual Agent learns from its human colleagues to deliver a better digital customer care experience.
CRM Across the Wire,
Posted 28 Oct 2014
Five things world-class companies are doing right.
Viewpoints,
Posted 24 Oct 2014
Attrition is the bane of contact centers. If you want to hold on to your best agents, engage them the way you would your customers. (Featured on SmartCustomerService.com.)
CRM Featured Articles,
Posted 23 Oct 2014
The survey tool helps Zendesk users evaluate their customer relationships.
CRM Featured Articles,
Posted 22 Oct 2014
New Qualtrics Vocalize platform is a voice of customer solution that collects data from many sources.
CRM Across the Wire,
Posted 21 Oct 2014
Data analytics will aid businesses in identifying untapped potential of IVR and mobile customer care data.
CRM Across the Wire,
Posted 21 Oct 2014
Cold software combined with warm bodies equals happy customer care. (Featured on SmartCustomerService.com.)
CRM Featured Articles,
Posted 17 Oct 2014
The deal merges Jacada's Visual IVR with Kobil's authentication solution.
CRM Across the Wire,
Posted 17 Oct 2014
When customers help each other, companies and customers win.
Viewpoints,
Posted 17 Oct 2014
New partnership expands omnichannel capabilities of 8x8's Virtual Contact Center with large-scale social media engagement.
CRM Across the Wire,
Posted 16 Oct 2014
New interactive features take SightCall customers beyond Amazon Mayday and Salesforce SOS for Apps.
CRM Across the Wire,
Posted 15 Oct 2014
The latest upgrades to Mitel's MiContact Center includes tighter integration with Microsoft Lync.
CRM Across the Wire,
Posted 14 Oct 2014
Separately, Five9 releases a standalone TCPA solution to comply with FCC regulations. (Featured on SmartCustomerService.com.)
CRM Featured Articles,
Posted 10 Oct 2014
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