Contact Center in the Cloud: 4 Reasons Companies Invest in Cloud Technology
Findings from Aberdeen’s research shows that only four out of ten contact centers today use a cloud-based delivery model for their customer care applications.
Mobile Retail: Are you Really in Tune with your Consumers?
Omer Minkara presents a webinar on why retailers need a well-developed mobile strategy.
Customer Service in 2016: More Channels + More Data = Greater Insight
2016 has begun and that means at least two things for customer care executives: It's time to look back and analyze what worked and what didn’t in 2015, and it's time to predict and prepare for the trends that will influence your customer service activities in the coming year.
Customer Service Trends of 2015 – A Look Back (Part 2)
In this post, we’ll take a look at how customer service organizations were influenced in 2015 by three key trends: journey management; workforce optimization; and knowledge management.
Customer Service Trends of 2015 – A Look Back (Part 1)
We’re almost at the end of 2015 and it’s been yet another year of great changes in the customer service space. In this post, we'll focus on changes in omni-channel, mobile, and social customer care.
Omni-Channel and the Future of Customer Experience
Omer Minkara reports on what he saw at G-Force 2015 and shares his thoughts on omni-channel engagement, workforce optimization, employee desktop optimization, and analytics.
Dreamforce 2015: Focus on Insight-Driven Customer Success
Omer Minkara went to Dreamforce. Here's what he learned about their latest initiatives.
Airlines Make Note: Customers are Doing Detours for Better Experiences
Airlines that are solely focused on squeezing every dime possible out of passengers — without providing stellar service — are likely to lose these customers in this competitive marketplace.
Are Your B2B E-Commerce Efforts Ready for B2C Best Practices?
A recent Aberdeen study on B2B ecommerce highlighted a vital trend companies must address: the convergence of B2B and B2C ecommerce.
Do Your CEM Activities Have All the ‘In’ Channels of 2015?
As we rapidly advance towards the middle of 2015, it’s vital that businesses get their channel-mix right, an area we focused on in the 2015 Customer Engagement Channels Adoption study.