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ICMI Contact Center Expo 2019: Emphasizing Employee Engagement

Speakers on day two of the conference assert that transparency and culture are crucial to a strong organization. (Featured on SmartCustomerService.com.)

Sam Del Rowe // 16 May 2019
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OnPeak Sharpens Its Customer Service Skills

The hotel event booking provider reduced costs with Sharpen Technologies

Sam Del Rowe // 25 Apr 2019

Helpshift Aids VCA in Pet Wellness

Mobile app and chat feature drive successful outcomes for vet care provider

Phillip Britt // 25 Apr 2019

Georgia Tech Strengthens Athletic Department with SalesLoft

Sales and fan engagement increase for the college sports powerhouse

Phillip Britt // 01 Mar 2019

Rakuten Marketing Delivers Campaign Success for JanSport

During JanSport's Disney-themed product launch, Rakuten increased brand awareness, customer acquisition, and site performance

Leonard Klie // 01 Mar 2019
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Are Grocery Services Profitably Delivering on Customer Experience?

The last mile of direct-to-consumer supply chain is challenging

Leslie Ament // 25 Apr 2019

Put Customer Insights at the Center of Business Transformation

Digital transformation initiatives are still giving customers short shrift

L. Nicole France // 25 Apr 2019

The GDPR Needs to Have Its Teeth Sharpened

To not follow through on the enforcement side does everyone a disservice

Leonard Klie // 25 Apr 2019

How Chatbots Can Create a New Kind of Agent

Conversational AI will change customer service, and humans will still matter

Ian Jacobs // 25 Apr 2019
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[white paper]: TTEC

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2019 Survey Results on Challenges Facing Contact Center IT and Compliance Professionals

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Field Service in the Cloud: How DISH Network Delivers Tomorrow's Field Service, Today

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