Why the Voice Channel Will Crush Omnichannel Next Year
If you thought you could automate the voice channel out of the...
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5 Brand Websites Doing Customer Service Right
Zappos. Apple. Wistia. Netflix. Whatever your business or its size, the first...
#Trending: Call Centers Are Addicted to Call-Backs
Here’s what we know: In the call center industry, it feels as...
CPaaS Triumphs: Now What?
Some quick history: 10 years ago, I attended a conference called Emerging...
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Twitter Still Wants to Be a Customer Service Channel
What a strange place Twitter is in. Consider the incredible influence it...
Chat vs. Messaging Comes Down to Who Owns the Channel
Customers increasingly prefer chat over other communication channels, but chat suffers from...