Aberdeen Research: 3 Hot Contact Center Trends to Watch in 2015

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WebRTC and gamification are among the solutions poised to gain increased visibility and traction in the contact center market in 2015. Here's what Aberdeen Research director Omer Minkara says should be on your radar.

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Why You Should Treat Your Contact Center Agents as Well as You Do Your Customers

Attrition is the bane of contact centers. If you want to hold on to your best agents, engage them the way you would your customers.

Michele Masterson | Oct 23, 2014
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Contact Centers Cuddle Up to Intelligent Virtual Assistants

Cold software combined with warm bodies equals happy customer care.

Michele Masterson | Oct 14, 2014
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Five9 Fall Release Dives Deeper into CRM Pool; Amps Up Oracle and Zendesk Integrations

Separately, Five9 releases a standalone TCPA solution to comply with FCC regulations.

Michele Masterson | Oct 09, 2014
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Is Your Customer Engagement in Sync with the Digital Disruption?

The convergence of technology shifts means looking at users based on their digital proficiency.

Michele Masterson | Oct 02, 2014
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Kana Connect 2014: Connecting the Dots Between Customer and Employee Journeys

Speakers highlight the problem of service gaps between channels; Verint Engagement Analytics is announced.

Michele Masterson | Sep 23, 2014
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Whose Customer Experience Is It Anyway?

Miscommunication and division between lines of business can spell a customer exodus.

Michele Masterson | Sep 18, 2014
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Social Communities May Be the Ticket to Winning Customer Satisfaction

It may take a village to keep your customers happy and improve your bottom line, but you need patience.

Michele Masterson | Sep 11, 2014