- Tom Cuylaerts
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…
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…
For many (really many) years now we’ve been talking about the disconnect with the customer. And the need to reconnect with the customer as…
In 2006 Jeanne Bliss published “Chief Customer Officer: Getting Past Lip Service to Passionate Action“. Since then she has been helping leadership teams and…
As organizations focus more on customer service, the customer experience and, well, anything that’s customer-related, there’s also an increasing attention for the psychological dimension…
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…
Interactive Intelligence Group, a global provider of contact center, unified communications and business process automation solutions, identified the most valued attributes for customer interaction…
The contact center and customer service department as key value creators in a changing economy. The role of contact centers (for service) and customer…
