Increased migration from premises-based solutions to the cloud represents a huge opportunity for vendors, but are they getting it right?
Every company dreads the angry customer. Here are some ways to alleviate their pain—and yours.
When one channel fails, the onus of delivering a good customer experience can fall on call centers, but can they deliver?
Once you've gotten reluctant customers to call into the contact center, how do you convince them to stay with the company?
The acquisition of the outbound solution provider gives Nuance a leg up in the inbound/outbound call center solutions arena.
Using both traditional and new methods of collecting customer feedback, the newly combined company aims to take a large stake in the multibillion-dollar customer experience management and voice of the customer markets.