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Blog: Digital Transformation

Recent Posts

Putting Smart Devices at the Heart of Multichannel Customer Service

Mobile application downloads are on the rise, with more and more consumers looking for multichannel customer service and ways to interact with their favorite brands on the go. Yet, while...

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Using Big Data to Attract and Retain the Digital Banking Customer

Financial services customers are using digital communication channels more and more. Today, they transact across the web, mobile, social, and other self-serve channels. As they interact with...

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A Look Into the Future of Customer Interactions

Customers are on the go. So why shouldn’t customer service go with them? Lamont Exeter, Vice President, Learning & Performance, explains how the future of customer interactions will be...

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The Five Critical Elements of a Social Recruitment Strategy

Social media is ingrained in our lives. It is not one particular brand-named website, like Facebook or Twitter, but rather a concept. With social media, we all have a voice. It’s because of...

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The Building Blocks of a Dynamic Contact Center

 Evidence shows that customers are frustrated with the service they get when they call companies’ contact centers. Cumbersome Interactive Voice Response (IVR) systems, long wait times,...

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Size Does Not Matter: Six Reasons to Take Your SMB Channel Strategy to the Cloud

As customers become more digital, social, and mobile, businesses have opportunities to improve customer satisfaction and loyalty through a differentiated customer experience; but those who are...

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