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November 05, 2014
Work-at-Home Solutions Are Transforming Call Center Operations
At-home agents can be as productive, if not more so, as those in the contact center.
The High Price of Ignoring Customer Input and Big Data
Five things world-class companies are doing right.
The Next Customer Service Channel You Are Currently Ignoring
Sixty-four percent of customers would rather text a business than call, according to a Harris Poll/OneReach survey. (Featured on SmartCustomerService,com.)
Speech Analytics Is Starting to Make a Difference
With skilled analysts behind them, these solutions can enhance the customer journey.
CRM Across the Wire
Tealium Partners with Optimizely
Tealium integrates its real-time unified marketing solutions with Optimizely's experience optimization and testing platform.
Acision Releases forge by Acision Web RTC Platform
The multichannel customer communications platform gives access to voice, video, chat, and messaging.
SparkCentral Releases Autumn '14 Edition
SparkCentral's new release features tools to improve social media responses.
Netsertive Launches Localized Landing Pages for Marketers
Latest enhancements provide real-time updates of brand content embedded directly within retailers' Web sites.
NetFortris Enhances its Enterprise Contact Center Solution
NetFortis adds PCI-compliant credit card security and skills-based routing,
Thanx Launches to Fix Customer Loyalty
With direct MasterCard and Visa partnerships and no required integrations, merchants using Thanx eliminate cards and added steps at checkout.