• Massive Mobile Changes Ready to Shift the Contact Center Industry

    Love or hate Google, when the company makes a major announcement, it is pretty difficult to ignore. And when a warning is released from Google, it tends to leave companies scrambling for ways to comply or face the risk of falling behind – which makes the recent reveal concerning mobile technology and SEO from the company’s head of webspam,...

    Read more
    Read more
  • 72 Percent of Companies Claim They’re Ready to Get Real about Mobile

    Across the world, leading industry analyst Juniper predicts that over 160 billion apps will be downloaded by 2017. The average smartphone owner now spends 127 minutes per day using mobile apps and owns about 40 apps on average. Of course, this mobile growth has spilled over into the contact center industry, where it is playing an increasingly large role...

    Read more
    Read more
  • 87 Percent of Telecom Leaders See WebRTC in Their Future…Do You?

    The crystal ball of the telecom industry is predicting a promising future for WebRTC (real-time communications) solutions. At least, that’s what the results of Dialogic Inc.’s 2013 WebRTC Impact Survey suggest. The study, which examined market speculation on the adoption and disruptive potential of the Web-based contact center solution, revealed that 87 percent of telecom leaders are factoring WebRTC...

    Read more
    Read more
  • Enjoying the ‘Mobile Difference’ the Right Way

    Mobility is being touted more and more as the new face of customer engagement. Mobile devices are no longer just a part of the hype, evidenced by the fact that the number of active cell phones will reach 7.3 billion by 2014 – a figure that will officially surpass that of the human population. Mobility is certainly no longer...

    Read more
    Read more
  • What it Means to Adapt to Your Customers’ Service Channel Preferences

    Adapting to your customers’ service channel preferences is nothing short of complicated. Customer service leaders today need to ensure that consistent experiences are delivered across every channel of service for customers. Whether it’s e-mail, Facebook or mobile, the customer experience should be seamless and add value to the overall journey a customer has with a company. In light of...

    Read more
    Read more
  • Age is Just a Number: All Generations Demand Effortless Customer Service

    Most likely, you’ve heard the phrase “Age is just a number.” In the contact center industry, this slogan rings especially true. Although customer service channel usage has significantly shifted from only a few years ago, all generations demand – and deserve – effortless customer service. Whether it’s e-mail, chat, mobile or traditional voice, the end result should be the...

    Read more
    Read more
  • Part 2 – Top Two Ways to Leverage Pinterest for Customer Engagement

    In part one of this series, we learned that being aware of your audience and analyzing user trends can really help a business shape its Pinterest activity. Used the right way, Pinterest can boost brand awareness, increase referral traffic and overall have a significantly positive impact on your business’s performance as a tool for customer engagement. If the statistics...

    Read more
    Read more
  • Part 1 – Top Two Ways to Leverage Pinterest for Customer Engagement

    Facebook? Been there, done that. Twitter? So 2010.  If you truly want to become a pioneer in leveraging social media for customer engagement, it might be time for you to try Pinterest. Launched in 2009, the online billboard is a social media service in which users collect and “pin” their favorite pictures of products, styles, recipes and more. With...

    Read more
    Read more
  • What is WebRTC?

    WebRTC (real-time communications) is a communications standard that enables Web application developers to write rich, real-time multimedia applications – such as video chat – on the Web. However, unlike previous developments, WebRTC doesn’t require additional plug-ins, downloads or installations because the Web browser is the application itself; it comes fully equipped with everything you need to engage in real-time,...

    Read more
    Read more