My research and experience show that contact center agents and others handling customer interactions face the continuing challenge of meeting…
What Data Will Your Customers Share for Better Service?Your customers are willing to share their personal information with you –…
Each day, consumers are voluntarily posting vital information about their likes and dislikes on social media sites. If this data…
Decision Optimizer is one of FICO’s Decision Management Tools and is designed to address some specific challenges in customer decisioning,…
At its recent user conference, Interactions 2013, Interactive Intelligence (Nasdqaq: ININ) showcased its extensive product portfolio and its ambitious plans…
I read a lot these days about how companies should pay more attention to contact center agent or customer service…
The best part of my job is that I get to talk to people, lots and lots of people. I…
It’s hard trying to keep up in the Age of Acceleration. Everything is sped up. Everything is enhanced. Everything is…
"We seek to WOW our customers." – ZapposWhen we hear of customer service, the big companies that come to mind…
11 Best Practices for Online Chat Sales and Customer ServiceOnline chat is gaining attention as an effective customer service delivery…
The above diagram was compiled by Florence Nightingale, who was – according to The Font – “a celebrated English social reformer and statistician, and the founder of…
At a time in our history when there is more data than ever before, the overwhelming majority of companies ...
Money Out the Window It’s scary to think about the dollars involved, but with over 70% of Business Intelligence and Data Warehousing projects failing it is surprising…
I always make the point that data is everywhere – and that a lot of it is free.
The internet and ecommerce world offers endless possibilities to use customer analytics and big data ..
