August 29, 2016
Self-Service Success: Convenient, Fast, Friction-less
Friction-less Self Service is a Win-Win. Self-service as an option is a win-win proposition for customers and contact centers alike. Customers feel more in control and contact centers are mo ...
August 22, 2016
Millennials Change Things Up
Millennials Change Interactions. Interactive Intelligence recently published an e-book that discusses changes wrought by millennials. Individuals in this generation are rapidly changing both ...
August 17, 2016
Getting Proactive Communications Right
Proactive Communications Improve Loyalty. I spent most of August 8th wondering if my Delta flight home would be cancelled. This was the first day of what turned out to be a multiple days of ...