- J-P De Clerck
Zoom Video Communications (Zoom) acquires Five9, a fast-growing provider of intelligent cloud contact center tools to improve customer experience in a more ‘hybrid world.’…
Zoom Video Communications (Zoom) acquires Five9, a fast-growing provider of intelligent cloud contact center tools to improve customer experience in a more ‘hybrid world.’…
Customer-centricity: what is it and what does it even mean to be customer-centric? “Becoming more customer-centric.” Just like “enhancing the customer experience,” it comes…
Paul Scott is Senior Director, Customer Experience Consulting, at Dimension Data. In this interview Paul weighs in on why and how contact centers need…
With customer service and customer experience gaining the attention they deserve (well, the customer really) and the contact center being in transformation from the…
At the 2015 edition of the Customer Contact Expo in London, several keynotes and workshops stood out. One of them, presented by Dimension Data’s…
Matthew – Matt – Dixon is Group Leader, Financial Services and Customer Contact Practices at CEB (Corporate Executive Board). If that doesn’t ring a…
Providing good customer self-service possibilities is a must. We have all the possibilities to enable it, customers want it and with smart technologies we…
Contact centers are facing numerous challenges as customers become more expecting, display channel-agnostic behavior and use an increasing number of unstructured communication channels and…
On April 30th and May 1st, London hosted the second edition of the Social Customer Service Summit. Mission: exploring the convergence of social and…
The opening keynote in the Customer Service Excellence Arena at London’s 2014 Customer Contact Expo was titled” SuperAgent 2020: The future of the contact…
The contact center and customer service department as key value creators in a changing economy. The role of contact centers (for service) and customer…
According to a report by Aberdeen Group, companies with omni-channel customer care strategies have 91% better year-over-year (YOY) customer retention rates than others. An…
