Widespread Social Distancing Puts Remote Work in the Spotlight
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
Responsibility and strategy are key to using this growing technology.
The Role of Gamification in the Contact Center and Back Office
Gain more value from employees and customers with gamification processes.
Why Your Technical Support Services Are Holding You Back
Five reasons to hit the reset button on your customer service.
Building Mobile Sevice Loyalty
Self-service leads to one-on-one marketing.
Bilateral Customer Service
How to satisfy digital consumers and avoid damaging word of mouth
Mobile Commerce: It’s More Than Just an iPhone App
Understanding what mobile means for your business
Bringing Problems to Your Customer Service Team
If your customers don't bring YOU their problems, then where do they bring them?
CRM Is Only Half of the Story
Ensuring your sales team is on your side
Social Media Interaction a Challenge for Web 2.0 Sites Too
How companies can reap the benefits
Attributes of IT-Friendly Software for Multichannel Customer Service
Look for these traits to keep both your business and IT organizations happy
Not Your Average Call Center
Customer satisfaction versus offshore cost savings
Your Call Is Very Important to Us
What Watson means for the future of customer service
Are E-Communication and CRM Systems Helping or Hurting Your Business?
How to use innovation to your advantage
The Time to Act
The next step beyond social media monitoring.
Is Email Killing Your Business?
Electronic communications are meant to help manage relationships, not build them.
The Marriage of Mobile and Multichannel Marketing
Mobile's central role in the coming cross-channel revolution.
Tackling Tech Complexity
Focus on innovation and improving the customer experience.
The Decline of IVR
The always-connected customer prefers self-service smartphone applications.
It’s About Answers
Knowledge-based technologies are now essential to the customer experience.