Blog

Call it the proverbial "icing on the cake", but sometimes small changes can make a big difference! There’s no doubt about it: our integration with Salesforce has all the right ingredients. It is multimedia, it blends seamlessly with the Salesforce interface, and it gives agents access to customer information with each interaction they handle –whether it is an...

Discover what impact a data breach can have on your organization and the simple steps you should take to limit the damage to your Customer Experience.

Winter is just around the corner and we want to help you prepare for the upcoming travel season. We recently sat down with our customer, AAA Central Penn, who has been actively involved in providing exceptional roadside assistance for nearly 100 years. Approximately 42 million Americans are expected to take a holiday road trip. With so many...

It seems we are being given a reprieve this week of 2016 predictions and the industry is back to good old fashioned what CMOs need to know to create better customer experiences right now. We feature Eric Krell interviewing Jeanne Bliss on dmnews.com.

Many agents and supervisors cringe when it is time for coaching. From an agent perspective, the coaching experience has historically been associated with a supervisor controlling a conversation; speaking to what the agent has done wrong on a call. Supervisors pull their hair out anticipating another 1-on-1 conversation with an unruly, eye rolling agent who hasn’t grasped...

Mobile apps provide astounding conveniences in our personal lives, and the time has now arrived for mobile apps to similarly transform our work lives for the better!

Establishing which employees are doing the ‘right things’ and which are doing the ‘things right’ has always been a major challenge in Back Office Operations.