Tag: customer-service-channels

If you thought you could automate the voice channel out of the contact center, you've got...

Zappos. Apple. Wistia. Netflix. Whatever your business or its size, the first place your customers go...

Here’s what we know: In the call center industry, it feels as though there is a...

Some quick history: 10 years ago, I attended a conference called Emerging Communications (eComm). It was...

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What a strange place Twitter is in. Consider the incredible influence it holds in the daily...

Customers increasingly prefer chat over other communication channels, but chat suffers from an uptake problem, particularly...