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Trends

Trends

EXPERT ADVICE October 31, 2011

The explosive adoption of the Internet has created a new kind of Web-savvy customer who expects a rich, efficient, personalized online user experience that's accessible 24/7 via any online access point -- Web, mobile device or social media -- and that provides consistent engagement across multiple channels. In order to succeed in today's online-centric world and meet the deman...

EXPERT ADVICE

The Trouble With Live Chat

October 27, 2011

Fast, easy and accurate -- ask any consumer to describe good customer service and that is the likely response you'll receive. Traditionally, people have reached out to call centers, confident that a well-trained customer service representative would have the knowledge to fill in the blanks. But movi...

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