4 Ways Speech Analytics Can Build the Contact Center of the Future Right Now
22 Mar 2021
To stay ahead in this challenging market, contact centers are turning to speech analytics technology to analyze customer interactions and ensure compliance at every step of the customer journey.
1-800-TEXT: Enable Your Toll-Free Number for SMS
02 Jul 2020
Toll-free numbers need to go beyond voice to provide new competitive advantages for businesses while improving the customer experience.
Widespread Social Distancing Puts Remote Work in the Spotlight
06 Apr 2020
Companies have little choice but to institute work-from-home policies in the current crisis. But as the benefits become clear, many firms might choose to stay remote as the rest of the world returns to the office.
The Downside of Automated Responses
10 Apr 2015
Responsibility and strategy are key to using this growing technology.
The Role of Gamification in the Contact Center and Back Office
01 Nov 2013
Gain more value from employees and customers with gamification processes.
Why Your Technical Support Services Are Holding You Back
20 Sep 2013
Five reasons to hit the reset button on your customer service.
Building Mobile Sevice Loyalty
21 Sep 2012
Self-service leads to one-on-one marketing.
Bilateral Customer Service
30 Sep 2011
How to satisfy digital consumers and avoid damaging word of mouth
Mobile Commerce: It’s More Than Just an iPhone App
15 Apr 2011
Understanding what mobile means for your business
Bringing Problems to Your Customer Service Team
15 Apr 2011
If your customers don't bring YOU their problems, then where do they bring them?
CRM Is Only Half of the Story
08 Apr 2011
Ensuring your sales team is on your side
Social Media Interaction a Challenge for Web 2.0 Sites Too
01 Apr 2011
How companies can reap the benefits
Attributes of IT-Friendly Software for Multichannel Customer Service
01 Apr 2011
Look for these traits to keep both your business and IT organizations happy
Not Your Average Call Center
18 Mar 2011
Customer satisfaction versus offshore cost savings
Your Call Is Very Important to Us
11 Mar 2011
What Watson means for the future of customer service
Are E-Communication and CRM Systems Helping or Hurting Your Business?
11 Mar 2011
How to use innovation to your advantage
The Time to Act
11 Dec 2010
The next step beyond social media monitoring.
Is Email Killing Your Business?
11 Dec 2010
Electronic communications are meant to help manage relationships, not build them.
The Marriage of Mobile and Multichannel Marketing
11 Dec 2010
Mobile's central role in the coming cross-channel revolution.
Tackling Tech Complexity
11 Dec 2010
Focus on innovation and improving the customer experience.