Uncategorized
1022 views

Upstream Works Helps Customer Service Agents Improve Efficiency and Effectiveness

RichardSnow - July 16, 2015

My research and experience show that contact center agents and others handling customer interactions face the continuing challenge of meeting…

Uncategorized
1285 views

What Data Will Your Customers Share for Better Service?

Lbedgood - June 9, 2015

What Data Will Your Customers Share for Better Service?Your customers are willing to share their personal information with you –…

How Big Data Can Boost Your Customer Service Efforts
Big Data
1233 views
Big Data
1233 views

How Big Data Can Boost Your Customer Service Efforts

iconicmind - September 9, 2013

Each day, consumers are voluntarily posting vital information about their likes and dislikes on social media sites. If this data…

First Look: FICO Decision Optimizer
Analytics
819 views
Analytics
819 views

First Look: FICO Decision Optimizer

JamesTaylor - May 22, 2013

Decision Optimizer is one of FICO’s Decision Management Tools and is designed to address some specific challenges in customer decisioning,…

Uncategorized
888 views

Interactive Intelligence Reveals Ambitious Plans for Customer Service

RichardSnow - May 22, 2013

At its recent user conference, Interactions 2013, Interactive Intelligence (Nasdqaq: ININ) showcased its extensive product portfolio and its ambitious plans…

Analytics
811 views

Smarter Agent Performance Management

RichardSnow - April 18, 2013

I read a lot these days about how companies should pay more attention to contact center agent or customer service…

The Future of Customer Service
Analytics
738 views
Analytics
738 views

The Future of Customer Service

EstebanKolsky - April 17, 2013

The best part of my job is that I get to talk to people, lots and lots of people. I…

Best Practices
816 views

How a Free Burrito Turned into A $55 Parking Ticket and a Great Customer Experience

BrentLeary - April 23, 2012

It’s hard trying to keep up in the Age of Acceleration.  Everything is sped up.  Everything is enhanced.  Everything is…

Best Practices
1283 views

How SEO is Like Customer Service

Eric Siu ✓ - April 23, 2012

"We seek to WOW our customers." – ZapposWhen we hear of customer service, the big companies that come to mind…

Cloud Computing
713 views

Can Better Customer Experience Be Found in Cloud?

SDC Editor - October 3, 2011

11 Best Practices for Online Chat Sales and Customer ServiceOnline chat is gaining attention as an effective customer service delivery…