Implementing Live Chat? Escalation-to-voice is critical
A number of companies are experimenting with providing an option for real-time chat with an agent....
A number of companies are experimenting with providing an option for real-time chat with an agent....
More and more channels Today’s customer expect that your company is reachable through multiple channels: phone,...
We have just posted a new whitepaper to the site called “Fonolo for the Financial Industry” (form...
What is misnavigation? The central function of an IVR system is to connect the caller to...
Customer Management IQ, one of the leading publications covering the call center and customer service space...
The 3rd annual Emerging Communication Conference starts today in San Francisco. eComm always has a special place in...
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