Blog

Recent Survey Discusses What Is and What Should Never Be in CX. NICE Systems and Boston Consulting Group recently published the “NICE BCG 2016 Customer Survey”, placing valuable insights in the light for enterprises finding themselves dazed and confused about the key trends in multi-channel customer experience (CX) today.

Baseball puns abound in this week’s CMO Perspectives – it really is a home run! J Check out Drew Neisser’s [Adage.com] spotlight on Dan Farrell, VP Marketing with the St. Louis Cardinals; We also feature a piece on the “Evolution of the B2B Marketer,” by Dan Lynn [blog.marketo.com]; A piece by guru Gary Vaynerchuk [thenextweb] claiming “Content is King, but Context is God;” And so much more... enjoy!

The short answer – agentless dialing can do whatever you want. We can now use our phones to start the coffee maker, but let’s keep things a little more contact center focused, shall we? Let us first begin with a disclaimer. This isn’t legal advice. FCC and TCPA regulations are pretty darn strict when it comes to Automatic...

An interesting thing happen when Microsoft used AI (Artificial Intelligence) to run their chat forum and letting their teen girl bot answer the forum. Apparently accuracy is critical and cannot be achieved with AI.

A mechanic would have a tough time trying to perform even basic maintenance on a vehicle without a good set of tools. It may be possible to change an oil or air filter without tools, but how about changing a flat tire or replacing the alternator? Good luck loosening a single lug nut with your bare hand....

The SWPP (Society of Workforce Planning Professionals) hosted its national conference in early April which brought hundreds of workforce planning professionals to Nashville to celebrate, gain industry insights, learn about new trends in the market, and seek new tools/methods to add to their Workforce Management (WFM) arsenal. With more than 550 attendees and sponsors, this three-day event...

Voice of the Customer Technology Offers Powerful ROI through Customer Retention How would you like to lower your customer churn rate (the percentage of customers who’ve ceased to be customers following their interactions with your Customer Care department)?