In December, we published a list of Top Analysts Covering Contact Center Technology. Those folks are a terrific resource for following the rapidly evolving call center industry. In the same spirit, we are now publishing a list of top analysts covering the topics of customer service / customer experience.
The customer experience topic has a lot of overlap with contact centers, since a finely-tuned call center is essential for delivering a good customer experience. In fact, there is so much overlap that some analysts could have gone on either list; We did our best to segment them appropriately.
Here is the list, in alphabetical order. Continue reading
If you’re not entirely sure what “omni-channel” means, you’re not alone. Omni-channel effectively extends the concept of communicating with customers over multiple channels into the physical world (the storefront). Think of it as multi-channel retailing.
Did you know that 
We had a great webinar last week on top trends in the contact center industry. (
Excellence in customer service can never be stressed enough. A company with outstanding service can increase customer retention by 
If there’s one thing most of us hate, it’s waiting on hold.
Books are one of the best ways to accelerate your knowledge of business in a nominal amount of time, and who better to learn from than the experts themselves. If you want to perfect the art of customer service you need to listen to the masters of the field.
