Rebecca Wettemann

vice president at Nucleus Research
Rebecca Wettemann

Articles by Rebecca Wettemann

Technology failed the retail giant, but so did its lack of focus on the right customer service strategies.
Posted August 18, 2017

With the right tools, agents can be just as effective as technologies coming into use in the contact center.
Posted May 19, 2017

4 tips to help you get the most in your technology-buying decisions.
Posted February 03, 2017

Customer communities, knowledge bases, self-service options, and analytics are all smart investments right now.
Posted November 18, 2016

Tread lightly when venturing into the Internet of Things for customer service, but know the potential is great.
Posted February 22, 2016

Managers need to overcome human factors, such as structural, cultural, hierarchical, and individual barriers, to make their contact centers excel.
Posted November 16, 2015