Savings and Service Should Not be an Either/Or Proposition in the Contact Center

In a recent New York Times article, author Kate Murphy disclosed an unsettling trend occurring now in the contact center industry: Many organizations are wittingly institutionalizing poor customer service to cut costs or monetize support. 

She cited an International Customer Management Institute (ICMI) survey in which …


Conversational Commerce Is Here: What Is Your Business Saying?

Many industry experts have deemed 2016 as the year of conversational commerce (ConvComm), a term first used in early 2015 by Uber’s Chris Messina, which speaks to the intersection of business and social messaging applications like the popular and ubiquitous Facebook Messenger. 

Messaging applications have now …