InfoCision discusses customer engagement, experience and service trends at ITEXPO Las Vegas.
John Wolf, CMO Intradiem tells TMC's Rich Tehrani about how the company helps its customers maximize the downtime of its contact center agents allowing them to be trained and perform back-office functions in an effort to boost productivity, output and improve customer service and retention
Noah Rafalko and Erik Linask discuss the evolution of communications and the need for call centers to embrace SMS as the most popular form of communication globally and integrate into their customer engagement strategies.
Genesys general manager Michael McBrien discusses multi-channel customer service with TMC at ITEXPO Miami 2013.
EQ Contact Center CEO Gregg Hansen explains the benefits of a fully Web-based contact center platform with integrated PBX functionality, compared to traditional on-premises alternatives.
James Norwood of kana tells TMC's Rich Tehrani about the company's evolving customer service and CRM solutions; recent acquisitions and focus on serving the needs of its customers in a world dominated by Facebook, Twitter, smartphones and tablets.
Shawn Privratsky from Kunnect discusses the benefits of cloud call center technology over traditional on-premises solutions.
Yossi Zohar tells TMC's Rich Tehrani about Amdoc's research in the zero touch customer management space which details the trend towards customers being ready to use mobile devices to effectively manage their interactions with carriers.