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

Your Customers Are Going Mobile?So Why Isn't Your Contact Center?

Mobility is moving faster than the speed of light. Today’s six billion mobile subscribers make up 87 percent of the world’s total population, over 300,000 apps have been developed in the past three years and there are now more than 1.2 billion mobile Web users worldwide. So, how does this translate to the contact center? Through multi-channel customer engagement. Consider...
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