Expert Advice

When choosing metrics, it's best to start by understanding the brand proposition of your company.
Posted May 31, 2013

A recent TSIA survey predicts that double-digit percentages of companies are planning additional purchases spending. The biggest areas that will see increased funding include building online communities and more incident management.
Posted May 28, 2013

Here are some steps customer support organizations need to take now to address the needs of a rapidly increasing social customer base.
Posted April 30, 2013

Use analytics to identify customers and create loyalty.
Posted April 30, 2013

Speech analytics is a sophisticated enterprise application that can provide valuable insights, but it takes a great deal of effort and the right people to make it work.
Posted April 30, 2013

It's up to organizations to capture, make accessible, and leverage valuable customer data to improve the customer experience.
Posted April 30, 2013

A new attitude and approach to talking about and managing the business is key.
Posted April 22, 2013

Temkin Experience Ratings ranks customer experience provided by 246 companies.
Posted April 22, 2013

Looking back at customer experience from 2004 until now.
Posted April 09, 2013

By using social media proactively, enterprises can prevent brand damage, deflect calls, and improve customer advocacy and satisfaction.
Posted April 03, 2013

Multitasking is a game changer for interacting socially and in the workplace. However, multitasking is not often a direct consideration for designers of speech technology applications; here are some considerations to keep in mind.
Posted March 25, 2013

Companies know that customer experiences are important, yet some struggle to offer experiences that satisfy customers at a cost that makes sense to them.
Posted March 19, 2013

TCO analysis looks good for large enterprises.
Posted March 11, 2013

Posted March 11, 2013