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Eliminate Channel Thrashers and Lower Customer Effort 15 Aug 2013 | 01:41 am
Customer Effort Score is the new hot metric for customer service. CES has been widely discussed since the Harvard Business Review article, Stop Trying to Delight Your Customers (July, 2010), where Cu...
How Cloud Technology Facilitates Communication During a Disaster 13 Aug 2013 | 09:35 pm
August 13, 2013 Disasters can arise anywhere, at any time. And now, we are now in the middle of hurricane season—with an estimated 20 storms predicted to pummel the Atlantic states throughout the ...
You Don't Want To Know! 13 Aug 2013 | 12:04 am
August 1, 2013 The Black Hat Security Conference is divided into two sections, trainings & briefings. The trainings began on Saturday and continued through Tuesday. As I mentioned, a co-worker and...
Top Three Issues Creating PCI Compliance Strain 9 Aug 2013 | 09:57 pm
August 8, 2013 The agents in your contact center likely record every customer conversation. However, while this helps to provide the best customer service possible and to meet financial regulation...
Large Enterprises May Have Most to Gain From The Cloud 8 Aug 2013 | 12:04 am
July 19, 2013 While we can appreciate conclusions from various consultants and bloggers on No Jitter that many cloud-based vendors have an “emerging-technology premium price” for their services, w...
Six Steps to Speech Analytics Success 7 Aug 2013 | 07:20 pm
As organizations with contact centers face increasing competition and impacts of market forces, they need to find new and better ways to improve their customers’ experience and satisfaction that stren...
What Happens When the Vendor Is Gone? 5 Aug 2013 | 04:11 pm
Is your vendor capable of delivering uptime and support after the high intensity deployment and then over the long haul? That’s a big question for those responsible for selecting a vendor for a hosted...
Black Hat 2013 Security Conference Report 1 Aug 2013 | 06:17 pm
Well, it’s official. Black Hat 2013 is in full swing. As they like to say ‘the brightest and best minds' in the security field assembled into one place…or something like that. As laser-focused on s...
The Evolution of the Customer Experience 31 Jul 2013 | 10:09 pm
Imagine this scenario: Mary has had a hard day. She picks up the phone and dials into your call center, ready for an argument. But much to her surprise, she is greeted by her first name as the auto...
Increase Your Contact Center ROI with Great Customer Service 31 Jul 2013 | 10:09 pm
When guests enter your home, the goal is to make them feel comfortable enough to stay—so that the next time they come, they feel even more at ease. These interactions should grow with time, so that...
