Instead of looking to do more with less – a traditional cost-saving tactic within enterprise contact centers – successful leads are doing more with more to achieve desired business results. By combining artificial intelligence (AI) with advanced analytics, the contact center can support more meaningful conversations than before. Because when your customer support, service, and ...

When you know your customer’s personality you’ve got power. NASA-proven research shows that the most consistent and reliable way people communicate their personality is through language. Our word choices and language patterns identify each one of us as one of four personality styles, and effectively ‘advertise’ to the world what matters most to us, how ...

The latest research from Forrester’s U.S Customer Experience Index 2017, indicates that customer experience is suffering. While contact centers are hugely valuable components of any organization, they seem to face shrinking budgets every year as businesses seek to support their bottom lines. And yet, in the face of these cuts, contact center leaders are continually ...

When you know your customer’s personality you’ve got power. NASA-proven research shows that the most consistent and reliable way people communicate their personality is through language. Our word choices and language patterns identify each one of us as one of four personality styles, and effectively ‘advertise’ to the world what matters most to us, how ...

A layered approach to security is always advised. We’ve included icons at the end of each story to indicate key threat vectors used (or suspected to be used) and tools that can help protect against them in each case. Below we decode the icons and discuss advantages of deploying the various protections as part of ...

Instead of looking to do more with less – a traditional cost-saving tactic within enterprise contact centers – successful leads are doing more with more to achieve desired business results. By combining artificial intelligence (AI) with advanced analytics, the contact center can support more meaningful conversations than before. Because when your customer support, service, and ...

The latest research from Forrester’s U.S Customer Experience Index 2017, indicates that customer experience is suffering. While contact centers are hugely valuable components of any organization, they seem to face shrinking budgets every year as businesses seek to support their bottom lines. And yet, in the face of these cuts, contact center leaders are continually ...

Lenovo, a leading PC manufacturer and a top-five player in the server market, has recently returned its smartphone group to profitability. After visiting its China HQ, Charles McLellan reports on Lenovo’s future. This download provides the magazine version of the article as a free PDF for registered TechRepublic and ZDNet members. The online version of ...

In the experience economy, every interaction with your customers matters. Do you have technology in place to connect customers with employees in a way that improves every experience? Are you ready to join the experience economy and make the connections you’ve been missing? Predictive Behavioral Routing uses the industry’s largest personality database, to connect customers ...

In the experience economy, every interaction with your customers matters. Do you have technology in place to connect customers with employees in a way that improves every experience? Are you ready to join the experience economy and make the connections you’ve been missing? Predictive Behavioral Routing uses the industry’s largest personality database, to connect customers ...