Stop Trusting Third Parties with Your Customer Experience
02 Oct 2018
Customer loyalty and brand identity can be put at risk by trusting outsiders to provide what has now become the key element of the customer relationship—the experience.
8 Elements to Delivering Delightful Customer Experiences
13 Jun 2014
Multichannel customer journeys can make or break your business.
The Role of Gamification in the Contact Center and Back Office
01 Nov 2013
Gain more value from employees and customers with gamification processes.
From Woeful to Wow in Online Customer Engagement
25 Jan 2013
A journey-based approach for better sales and service.
Digital and Interactive Marketing Bring Life Insurers Into the 21st Century
18 Mar 2011
Adapting to a new marketing structure
The Engagement of Unified Communications
13 Oct 2010
Definitely not all for one and one for all.
Let the Customers In
31 Mar 2010
Get customers involved in your decision-making with on-demand enterprise content management.
Don’t Let a Weak Economy Go to Waste
08 Feb 2010
Boost sales while recovering from the recession.
Crafting a Strong Sales Contract
20 May 2009
Well-written contracts are key to protecting your business.
Give It to Me Now!
08 Apr 2009
In the Age of the Customer, customers demand attention.
Effective Chat
30 Mar 2009
Five questions to get to real ROI.
Don’t Confuse Marketing with Selling
25 Mar 2009
One fundamental mistake can cost you.
Beyond Search
16 Mar 2009
Multimodal knowledge access will improve customer experience and contact center agent effectiveness.
Growth Through Self-Service
04 Mar 2009
Online self-service portals can become high-performance growth engines amid challenging economic times.
The Gopher Effect: Improve Agent Retention and First-Call Resolution
25 Feb 2009
Leverage a services-oriented architecture in the contact center.
Proactive eDiscovery
28 Jan 2009
Take charge of enterprise information to reduce risk, maintain compliance, and save a bundle.
You Think You’re Great, But …
28 Jan 2009
What do customers think of customer service?
Improving First-Contact Resolution in a Multichannel Environment
12 Jan 2009
A process-based approach is key.
Maximum Savings, Optimum Service
08 Dec 2008
Mastering the multi-sourced call center.
Leveraging Customer Value Management
10 Nov 2003
From the insurance industry's perspective, the integration of different product lines into a single business unit sounds like a prime opportunity to reduce operational costs, grow revenues, and improve profitability.