Contact Engagement Centers make more sense.

This article was originally published in Destination CRM. Author: Miguel Noronha. Consumers are all too familiar with the customer service call routine. They call.

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It´s The Most Wonderful – And Busiest – Time Of The Year

How to ace customer journey to – and from- Black Friday and Cyber Monday When I think of Black Friday it comes to my.

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The on-demand Society needs a new Contact Center model

The only way through which a Company can come close to our demands in this new society on demand is by trying to anticipate.

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(Video) The Rise of the Omnichannel Customer

We live in a world of interconnectivity. We interact with our friends and family over several channels and devices and we expect to be.

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“I sent you a message!” “Really? Where? Facebook, SMS, Whatsapp, Gmail or Snapchat?”

Calls over Skype and Whatsapp. Messages over Google Hangouts and Facebook. Posts and Tweets. It really can get confusing sometimes, can´t it? I know.

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Some Key Figures on Omnichannel Consumer Behaviours and Expectations

Customers today are multi-skilled, multi-tooled and very well connected mouthpieces for brands. Getting their customer experience right is far more complex today with the.

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