12 Analysts to Watch: Future of the Call Center and Customer Service
The call center is headed for major disruption. From smartphones to social media to the cloud,...
The call center is headed for major disruption. From smartphones to social media to the cloud,...
In last week’s webinar, I talked about how IVRs rarely provide a good experience for collecting...
87% of Americans don't use Twitter at all, according to a recent Pew study. As you...
The latest numbers from Comscore confirm that the steady march towards smartphone domination is continuing. A...
Given the "multi-channel" future of customer service, you might think that the voice channel is losing...
Mobile e-commerce continues to grow at a remarkable pace, as confirmed by several reports that came...
Voice biometrics is the process of identifying a user by analyzing the characteristics of his/her speech....
The call center interaction remains at the heart of the customer service experience for most consumer-facing...
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