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

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...

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...

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...

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...

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...

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...

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...

As companies are looking for ways to make doing business easier and more convenient for consumers, their focus often turns to connecting with customers through their ever-present mobile devices,...

Customers who reach out to a contact center are rarely doing so for a positive reason. More often than not, they’re making the call or sending an email or Tweet because something’s...