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

10 Steps to Customer Satisfaction with Live Chat

With the ever-increasing popularity of live chat as a channel for customer service and sales acceleration, brands are poised to deliver a great customer experience on this channel. Numerous studies have shown that live chat preference varies greatly with age—millennials tend to prefer it more than consumers over the age of 35—but studies have shown that over half of consumers...
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