Why Creating An Effortless Contact Center Experience Is More Important Than Wowing Your CustomerRead

  July 7, 2015 Earlier this month, I read the book The Effortless Experience, by Matthew Dixon and Nick Toman. The authors compiled some fantastic, real world research that challenged conventional thinking when it comes to the customer experience and customer service. The book provides data challenging traditional customer service and its effect on customer spending, loyalty, and recommendations. The […]

The Millennials Are Coming – Is Your Contact Center Ready?Read

  June 30, 2015 If you read about customer service or marketing, you already know that the millennial generation is here, and they have power. In Micah Solomon’s recent column, 5 Secrets of Selling and Serving 80 Million Millennial Customers, he stated, “The millennial generation of customers is about to take your business by storm […]

Prevent Fraud in the Contact CenterRead

  June 23, 2015 I called my bank yesterday to complete a wire transfer. After answering a couple of basic questions about my account and personal information, I was able to instantly transfer a considerable amount of money from my savings account to my retirement account.  Answers to my security questions could easily be mined […]

10 New Features in CIC 2015 R2Read

  May 13, 2015 Interactive Intelligence announced their new service release (2015 R2) in early March. With the new service release model, Interactive is including new features and bug fixes. With all these new features and product releases, many customers want to know one thing: whether or not they are beneficial to their environments. CIC […]

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