Hoffman's Hot Seat: Simplifying and Enhancing the Customer and Agent Experience

Hoffman's Hot Seat: Simplifying and Enhancing the Customer and Agent Experience

Hoffman's Hot Seat: Simplifying and Enhancing the Customer and Agent Experience

1to1 Media's Tom Hoffman catches up with Jeff Foley, Director of Product Marketing at Pegasystems, regarding steps that can be taken to simplify and improve the customer experience as well as the agent experience in support interactions, including placing relevant customer data in the hands of agents.

By Vocalcom

The Social Media Battle Rages On - Call Centers, Customer Service and More

While many call centers are still working to fully integrate Facebook and Twitter into to their multi-channel service options, social media avenues only continue to widen and strengthen. Just a few of the up-and-coming applications and networks to keep an eye on are Snapchat, WhatsApp, Line, Tumblr, Instagram, Pinterest, Kakao and Reddit.   While a service like Snapchat – in...
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