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 ...
February 4, 2016
Strategic Predictions for 2016
Late last year Gartner published their report “Top Strategic Predictions for 2016 and Beyond: The Future is a Digital Thing.” The report is packed with insight and observations relevant ...
April 3, 2015
Mobile Care and the Brand Experience
A recent article in Forbes magazine highlights the increasing connection between mobile care and brand experience. There is no question that the ways people make purchases and resolve customer issues have changed dramatically with the rapid adoption of smartphones and tablets. The buying p ...
February 5, 2015
Contact Center Trends 2015
Interactive Intelligence recently hosted a webinar presenting the top trends for this year. Guest speaker Ian Jacobs from Forrester provided insight from a market research perspective while Sheila McGee-Smith (McGee-Smith Analytics) and Don Van Dorn (Vanguard) added their views during the ...
July 23, 2014
Pre-Call Transfer for Faster, Smoother Mobile Interactions
Everyone dreads being transferred on a customer service call. They know it means they will have to explain everything again, including who they are. Studies bear out the intuitively obvious conclusion that transfers cause frustration and hostility. Yet, transfers are necessary when experts ...
February 12, 2014
The Integrated Mobile Customer Experience Vision for the Contact Center
Consider these points as you envision your mobile contact center.