An Executive Interview with Denis Francoeur, Upland Software
I recently had the pleasure of speaking with Denis Francoeur regarding his recent Podcast, Enhancing Customer Service in a Personalized Contact Center. Denis talks...
Texting Takeover: How to Integrate SMS, Whatsapp and Apple Business Chat into Your Contact...
A favorite axiom of the customer service industry is “to meet customers where they are.” If that’s the case, every contact center should be...
Talk Is Cheap… Or Is It?
Generally speaking, the idiom “talk is cheap” is understood to mean that it is easier for folks to say what they will do rather...
Quick Tip: Evolving Beyond Automated Alerts
Mention the word texting in a B-to-C context, and most people think of automated alerts. Some text alerts allow for a basic level of...
More Video Chat Considerations
Turning on the camera in the contact center creates a substantial number of questions for management to consider. Yesterday’s post looked at some of...
Video in the Contact Center
I am not one that jumps on the bandwagon every time something new comes down the pike. Given that, my take on video chat—that...
The Mobile Experience Is About Convenience
Consumers are starting to spend almost as much time using their smartphones and tablets as they spend watching television (127 minutes per day vs....
The Impact of Mobile
No matter what you think of mobile communication, you can be certain it is here to stay. It is not simply a different type...