Hoffman's Hot Seat: Adapting to Changing Customer Behaviors and Preferences

Hoffman's Hot Seat: Adapting to Changing Customer Behaviors and Preferences

Hoffman's Hot Seat: Adapting to Changing Customer Behaviors and Preferences

1to1 Media's Tom Hoffman speaks with Mike Hennessy, Vice President of Marketing and Alliances at IntelliResponse, about how customer service teams must adjust to evolving customer behaviors and interests, including the ability to deliver self-service capabilities in the channels customers prefer.

By Vocalcom

Three Major Disruptions for the Contact Center Industry

The call center is certainly not full of butterflies and rainbows. If it was, we’d collectively take a deep breath and move on knowing that our operations are being efficiently met. But this is the real world, and there are very real complications and disruptions that face the contact center industry – disruptions that you need to know. Let’s take...
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