On May 18, 2016 NICE Systems announced that it has entered into a definitive agreement to acquire inContact. This marks yet another turn in the long road the contact center industry has been taking towards consolidation.
Last week I spent several days in Las Vegas attending the Aspect Customer Event (ACE). Here’s what you need to know.
Are you curious to know how other CMOs leverage content to improve the customer experience? In this upcoming webinar, Omer Minkara will describe how they do it and the results they achieve.
Visual engagement tools – such as co-browsing, video, and WebRTC – can bring your customer experience program to life. Omer Minkara will explain how in this webinar.
Findings from Aberdeen’s research shows that only four out of ten contact centers today use a cloud-based delivery model for their customer care applications.
Omer Minkara presents a webinar on why retailers need a well-developed mobile strategy.
2016 has begun and that means at least two things for customer care executives: It’s time to look back and analyze what worked and what didn’t in 2015, and it’s time to predict and prepare for the trends that will influence your customer service activities in the coming year.
In this post, we’ll take a look at how customer service organizations were influenced in 2015 by three key trends: journey management; workforce optimization; and knowledge management.
We’re almost at the end of 2015 and it’s been yet another year of great changes in the customer service space. In this post, we’ll focus on changes in omni-channel, mobile, and social customer care.
Omer Minkara reports on what he saw at G-Force 2015 and shares his thoughts on omni-channel engagement, workforce optimization, employee desktop optimization, and analytics.