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Many companies struggle to support today’s omnichannel customer. Managing customer interactions across multiple channels continues to be increasingly complex for contact center services and...

It was nearly impossible to miss spirited discussions about “wearables” at the recent AHIP healthcare conference in Seattle. You may know them as their brand names, such as FitBit or...

Achieving aggressive sales goals and maintaining high customer satisfaction rates are critical to a company’s success. A communications company was searching for a new partner to help it meet...

Though digital marketing isn’t exactly new, the space continues to evolve with breakneck speed, keeping companies on their toes as they grow to meet consumer demand. But, with an expanding...

Attendees at IQPC’s Call Center Week conference explored a wide range of topics, from cloud contact center platforms to workforce management. But, there were two themes that clearly echoed...

It was so much easier when there was just one “customer entrance,” but today’s businesses have to manage a lot more doors – and they don’t all open the same way. ...

The traditional sales funnel is broken, costing millions of dollars in lost revenue and customer relationships. Organizations of all shapes and sizes are missing opportunities and experiencing a...

This week, leading health plan executives and experts will gather in Seattle for the AHIP Institute conference. The theme of the conference is “Great Minds Thinking Differently – New...

As we approach Call Center Week, we’re reminded of the dramatic changes in customers’ multichannel usage and behaviors in recent years that are posing interesting challenges – and...

Since customers and companies use many different channels to communicate with each other, it’s often difficult for front-line managers and executives to follow the full thread of customer...