Blog

How Artificial Intelligence Is Revolutionizing the Customer Journey

Sep 04, 2019 Shawndra Tobias How Artificial Intelligence Is Revolutionizing the Customer Journey

As traditional brick and mortar stores continue to struggle in an increasingly global economy, businesses have been forced to shift their approach to customer engagement…

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Why You Need Omnichannel Customer Engagement Solutions?

Aug 07, 2019 Gurudatt Medtia Why You Need Omnichannel Customer Engagement Solutions?

When a company is set in its ways, it can be a hard rush to encourage managers to create lasting change. This is as true…

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4 Employee Engagement Trends To Watch in 2019

Apr 17, 2019 David Carrizales 4 Employee Engagement Trends To Watch in 2019

Long gone are the days of solely focusing on customer satisfaction. While nearly every company will agree that keeping the customer experience (CX) at the…

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Customer Engagement – What it is not!

Aug 23, 2017 Matt Rocco Customer Engagement – What it is not!

What exactly is Customer Engagement? In the Call Center industry, we hear many terms or “buzz-words” that get tossed around, but all too often, we…

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Why Speech Analytics is a Revolutionary Factor for Contact Center Quality Monitoring

Jan 11, 2017 Jim Iyoob Why Speech Analytics is a Revolutionary Factor for Contact Center Quality Monitoring

Contact center reliability in terms of delivering the value promised to customers depends largely on the performance of individual employees. Thus, in order to ensure…

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Integrated Customer Engagement

Jun 16, 2016 Jim Iyoob Integrated Customer Engagement

Technology is changing every day and only getting better, and what’s amazing is how people are taking advantage of these new tools. Businesses are now…

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Why You Need an Integrated Customer Engagement Platform (ICE)

May 26, 2016 Jim Iyoob Why You Need an Integrated Customer Engagement Platform (ICE)

If customer retention is a priority for growth this year, then you have to get serious about your customer experience. A priority for any customer…

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Is Your Call Center Ready to Adopt Integrated Customer Engagement?

Apr 22, 2016 Kaylene Eckels Is Your Call Center Ready to Adopt Integrated Customer Engagement?

Call center environments are constantly changing with the trends, just like any other business in this century. To keep up with the trends and meet…

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Live Chat: How Long Can You Keep Customers Waiting?

Dec 15, 2015 Jim Iyoob Live Chat: How Long Can You Keep Customers Waiting?

Online shoppers have proven time and again that they’re not the most patient group, and it’s tough to blame them. With so many alternatives just…

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How to Promote Organizational Culture Using Social Media

Dec 01, 2015 Jim Iyoob How to Promote Organizational Culture Using Social Media

Organizational culture is one of the latest business buzzwords cropping up in think pieces and business seminars around the country. However, for those not already…

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