Technology

Traditional methods of call center authentication that rely on interrogating customers (knowledge-based authentication) frustrate callers and agents, add to average call times and increase call center...

In today’s Experience Economy organizations are constantly striving to provide the best customer experience possible, in an ever-changing landscape of consumer expectations. Cloud CX platforms provide...

Dear customer contact community: stop sleeping on automation.That may seem like a confusing recommendation. Virtually no customer experience topic, after all, is commanding more hype (and investment c...

According to research from Forbes, over 80% of business executives still share a belief in the power of face-to-face meetings. While being mobile and web-based allows for people to engage with each ot...

Are you delivering the right customer service for the Now Customer?Customer care organizations must change how they operate to become much more Real-Time. They need to bring real-time interaction data...

A lot of businesses love social media because they feel it helps them spread the word about their organization and what they do. And it does. However, I strongly feel one of the most effective uses...

There has been a thunderstorm of growing noise surrounding Cloud Computing in the past 24 months. Vendors, analysts, journalists and membership groups have all rushed to cover the Cloud medium - alt...

There’s a lot of debate around social networking and the impact it can have on an organization’s customer service reputation. In the high profile area of complaints management, what is...

Customer service on social media can no longer be viewed as a passing fad or a marketing distraction. With brand service being secretly monitored and then publicly reported on by the likes of Nielse...

One would have to be living under a massive rock for the past few years to miss the fact that we are going through tough economic times. Companies are looking for inventive ways to cut costs and in...

The pressure to boost customer satisfaction with less funding is increasing as companies are looking for new ways to differentiate their services and reduce customer churn. To get ahead best-in-clas...

When it comes to social media and metrics it seems to me like there’s a general disconnection between what we can measure, and what we should be measuring. With the now almost, for businesse...