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 …

How we deployed Edward the SMS chatbot on Amazon Echo in 30 Minutes


A few weeks ago, I introduced you to Edward. Weeks later, we are still being approached from analysts, customers, partners, other vendors, who all want to hear more about this exciting project. It is still very early, but seeing the first guests interact with it …

Direct Marketing Company Pivots to the Cloud for More Agile Customer Service


Market changes were impacting the customer service operations division at ResourceOne, a direct marketing company. After much research, ResourceOne came to the conclusion that pivoting their business operations to the cloud would make it possible for them to deliver more agile customer service and to …