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A Wireless Provider Proves that a Multichannel Mix is the Right Mix

A multichannel sales model lets customers be served the way they want to be served. And, a multichannel approach – using a mix of sales force expansion to reach different sizes of customers,...

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This July 4th, Don’t Forget to Celebrate Customer Independence

Barbeques, apple pies, parades, baseball, and firework shows are probably among the ways you will likely celebrate the 4th of July this week, but how will you celebrate customer independence? Today...

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Happy Social Media Day! Now Tweet Your Way to Customer Care Excellence

Social media is so widely used today that companies need to tweet their way to customer care excellence. Don’t believe me? June 30th is Social Media Day. That’s right. The social media...

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Four Attributes of a Frictionless Customer Experience

“Customer experience” is a buzzword these days for marketing strategists, and customer experience management (“CXM”) is all the rage in many marketing discussions. &ldquo...

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Customer Experience Leaders Share Challenges at Call Center Week

Last week's Call Center Week event brought together more than 1,000 practitioners, technology providers, and other customer experience experts to discuss the latest trends in customer...

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Sifting Through All the Big Hype About Big Data

Today, it is hard to escape all the chatter about Big Data. Every time I read an article or a news story around Big Data, I can imagine the frustration every marketer must face as they try to...

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Delivering Exceptional Customer Service via the Cloud

As we look ahead to the Cisco Live! event in Orlando next week, it leads me to consider how our partnership with Cisco® has evolved over the past 20+ years. Over this time, we have worked...

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Dying vs. Thriving: Customer Experience Revolutions Cause the Most Industry Disruption

It seems to be happening at an accelerated pace today: technologies are changing our lives, altering our world, and disrupting industries. But, when you stop and evaluate the technologies that have...

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From Smart to Genius: Six Technologies to Make Your Contact Center Brilliant

When it comes to determining the difference between a smart contact center and a genius one, the distinction is simple—intelligent contact centers use customer data to make their brands...

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Three Tips for Using Contact Center Data to Improve the Bottom Line

As markets mature and customers become scarce, executives are beginning to understand the vital role a well directed contact center plays in driving predictable, profitable growth. The contact...

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