Taco Bell Takes Its Mobile Customer Service App to the Next Level

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The company's mobile app is turning heads in the fast-food industry.

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Workforce Management Market Climbs, but Vendors Are Still Leaving Money—and Market Share—on the Table

While WFM sales are gaining, veteran vendors are slow to refresh their systems, leaving room for more nimble vendors to capture the market, says Donna Fluss.

Michele Masterson | Apr 16, 2015
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Web Self-Service Surpasses Phone in Customer Service Channel Preference, Forrester Finds

Contact centers aren't prepared to handle growing cross-channel demand.

Maria Minsker | Apr 10, 2015
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Customer Service: Change Is Good, but Only If You're Prepared (Q&A)

In the immortal words of Ferris Bueller, life moves pretty fast. If you don't stop and look around once in a while, you could miss it. ICMI analyst Justin Robbins offers tips to keep you up to speed with the changing face of customer care.

Michele Masterson | Apr 08, 2015
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Oracle Service Cloud Customers Share Success Stories at Modern Customer Experience Conference

LinkedIn and Kohl's improve cross-channel engagement effectiveness.

Maria Minsker | Apr 06, 2015
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Verint Scores a Workforce Optimization Hat Trick

A revamped WFO suite prioritizes customer engagement and employee optimization with an assist from analytics and voice biometrics.

Michele Masterson | Apr 01, 2015
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5 Tips for Stellar Social Customer Support

Comcast is expanding its social support efforts, but is the company doing enough?

Maria Minsker | Mar 27, 2015
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Are You Strangling Your Contact Center?

How can you provide stellar customer care if you knowingly hinder the progress of your front line? Put your money where your mouth is—up-to-date technology and respect means engaged employees and happier customers.

Michele Masterson | Mar 25, 2015