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December 9, 2015

Smart Customer Service: Holiday Strategies for Contact Centers

Originally Published in Smart Customer Service | December 9, 2015 | By Audrey Ford As we enter the holiday season, many businesses are preparing for what […]
December 17, 2015

Fifty-Three Percent of Customer Experience Officers Have Not Used Big Data to Improve Strategy, Consero Survey Finds

BETHESDA, MD – (Dec. 17, 2015) – At a time when businesses continue to expand their use of data, a majority (53%) of Customer Experience executives do […]
January 4, 2016

CMS Wire: Contact Centers Struggle To Do Too Much With Too Little

Originally Published in CMS Wire | January 4, 2016 | By Matthew Brodsky Contact center executives appear to have suffered through a tough 2015, but the New […]
January 4, 2016

Only Ten Percent of Contact Center Executives Report Social Media and Online Chat Are Primary Channels for Customer Feedback, Consero Survey Reveals

BETHESDA, MD – (Jan. 4, 2016) – Just 10 percent of contact center executives say that either social media or online chat serve as the primary […]