Mattersight Offers Call Routing with a Twist

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Using speech analytics to create personality models, agents are better matched with callers, yielding stronger engagements.

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Rising Consumer Expectations, Not Worsening Customer Service, Are To Blame For Low Satisfaction, Temkin Group Finds

Latest Temkin Group Customer Service report reveals a service decline in 13 industries

Maria Minsker | May 29, 2015
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Customers to Companies: We Want Better Service and More Channels. Companies to Customers: Sorry, I Didn't Get That

A new report finds that there are wide margins between what companies think their customers want when it comes to support, and what their customers really want.

Michele Masterson | May 26, 2015
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InMoment Adds More Language Support and Deeper VoC Analytics

The company is continuing on its growth trajectory.

Maria Minsker | May 22, 2015
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Five9’s Freedom Release Opens a New Chapter in Contact Center Solutions

Does the customer always come first, or does agent happiness? Five9's Freedom aims to make both sides happy by providing streamlined technology that promises to boost the customer experience.

Michele Masterson | May 21, 2015
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Twitter’s New DM Feature is Changing How Brands Provide Social Customer Support

Though interactions will now be more quick and seamless, there are some caveats.

Maria Minsker | May 15, 2015
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NICE Integrates Vidyo into Contact Center Platform

Video capabilities not only provide protection from compliance violations, but can further customer relationships.

Michele Masterson | May 12, 2015
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Emotion is the 'Biggest Lever You Have to Pull' When it Comes to Customer Experience, Forrester Finds

There were a few surprises on Forrester's 2015 CX Index.

Maria Minsker | May 08, 2015