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

Vocalcom Supports Cosevad's Quickly Growing Call Center

For Cosevad, a wholly-owned subsidiary of the Generali Group involved with selling health, life, disability and funeral insurance products, happier agents plus happier customers equals greater economic success. And with a short-term goal of more than tripling its employee base, the company was in search of a solution to drive efficiencies in its quickly expanding contact center. The company enlisted...
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