How Comcast Failed Its Customer—and Its Agent

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After throwing its rep under the bus, will Comcast learn how to improve customer service?

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Poor Customer Service Costs Americans More Than $100 Billion Annually

Do you hate wasting time on bad customer service when you're on the clock? So will your company, which stands to lose $900 per employee in lost productivity.

Michele Masterson | Jul 17, 2014
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Live Chat Is Still King in Customer Satisfaction

A new study by eDigitalResearch confirms: Live chat is the most satisfying modality for customer engagement.

Eric Felipe-Barkin | Jul 10, 2014
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IBM Watson to Answer Queries on Genesys Platform

First integrated call center operation could go live this year. [Originally featured on]

Jun 25, 2014
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Red Hat Taps Genesys for Cloud-Based Customer Experience Platform

Red Hat migrates legacy structure to Genesys Customer Experience Platform.

Michele Masterson | Jun 25, 2014
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Should Delight Take a Backseat to Customer Service Efficiency?

If your customer service model emphasizes wowing customers over offering efficiency, you may be going about it all wrong.

Michele Masterson | Jun 18, 2014
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New Five9 Cloud Software Offers Contact Centers Everything but the Kitchen Sink

Features include visual IVR, an enhanced business rules tool, and a multichannel agent desktop solution.

Michele Masterson | Jun 12, 2014
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Put a Social Media Plan in Place or Risk Losing Your Customers Forever

These days, the keyboard is mightier than the sword. If you're not responding to complaints on social media as quickly as your current customers expect, you're not only alienating them, but potential customers as well.

Michele Masterson | Jun 05, 2014