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Belgian social engagement platform Engagor gets acquired: social as part of CEM

It seems like only a few years ago that Folke Lemaitre and his partner were present at one of our events and asked if they could showcase their new social media platform. Oh, wait,...
Where contact centers are missing the mark with customer care - Ovum

Evolutions in the contact center: live chat, social and beyond

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 data formats. As the contact center keeps going through digital transformations...
Customer service and contact center

The contact center and customer service – road to business success

The contact center and customer service department as key value creators in a changing economy. The role of contact centers (for service) and customer service departments is shifting towards the center of the organization and...