Verizon Doubles Down on Customer Service with ‘Simple.Smart.Connected’ Initiative

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The company is overhauling its CX strategy with the help of its employees.

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LiveOps Lets Companies Pivot Customer Service Across Channels While Retaining Context

The multichannel solution keeps customer interactions fluid and enables public negative conversations to go private.

Michele Masterson | Feb 26, 2015
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ACI Reveals the Winners of the 2015 Airport Service Quality Awards

It takes more than just flashy amenities to earn customers' praise.

Maria Minsker | Feb 20, 2015
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Twilio Rolls Out TaskRouter API for Intelligent Contact Center Routing

Being able to find the right agent at the right time means a better customer experience.

Michele Masterson | Feb 19, 2015
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3CLogic Hops Aboard the WebRTC Train, Offering Contact Centers a Telephony Alternative

The add-on solution provides browser-enabled customers quicker service from WebRTC-equipped agents.

Michele Masterson | Feb 12, 2015
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Oracle Bets on Cobrowsing in Service Cloud Refresh

Other updates include Web browsing history, improved skills-based routing, and policy automation.

Michele Masterson | Feb 05, 2015
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Verint: Customer Service Woes Start in the Back Office, Not on the Front Line

You may be laser-focused on the front line when it comes to improving customer service, but often problems originate in the back office. Are you seeing the forest for the trees?

Michele Masterson | Jan 29, 2015
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Live Chat Pops Up as a Preferred Customer Service Channel

The best customer service is an effortless experience. Live chat can deliver on that promise and save you money too.

Michele Masterson | Jan 21, 2015