If you aren't paying attention to the complex patterns of nontraditional interactions, it could cost you.
Posted September 08, 2014
Contact centers that listen closely and respond to what customers have shared will have an edge over those that turn a deaf ear.
Posted September 03, 2014
Benchmark study finds that Amazon's mobile site and app scores highly in the customer journey experience.
Posted September 30, 2013
Frustrated with trying to understand a customer rep in a foreign country? Overloaded with seasonal demand? Companies like XACT Telesolutions are helping to solve these problems and others.
Posted September 24, 2013
Technology is a must for any business, but don't lose sight of the human element, namely your customers. At this year's KANA Connect user conference, Jim McCann spoke about the importance of engaging customers by listening to what they are thinking and reaching them where they are.
Posted September 18, 2013
Q&A with Omer Minkara, Aberdeen Group: More and more companies are realizing that customers are in the driver's seat when it comes to shaping a company's reputation.
Posted September 03, 2013