As we get closer to the holiday season and the weather starts to cool, I’m reminded of the phrase, “no two snowflakes are alike.” The same rule applies to people, and that includes both agents in the contact center and the customers that they interact with every day. Each person has their own unique personality, Read More
Improved Multichannel Data Integration Through Purpose-Built Customer Engagement Analytics
A recent report from Ventana Research, “Next Generation Customer Analytics,” shows a growing customer expectation to reach companies through a multitude of channels, ranging from email to text, social and even instant messaging and video applications. Although widened availability to brands potentially creates an enhanced consumer experience, it also creates new challenges for companies with Read More
