I've been thinking about the concept of "personalization" over the past couple of weeks and the notion of what is the right amount of personalization for business to consumer interactions. Doing a lot of travel as I do, I've gotten accustomed to a certain level of "personalization"...
Inspired by Bon Jovi's "Livin' on a Prayer" lyrics, I posted several months ago about how we're "half way there" when it comes to certain contact center implementations. Here's another angle to the story, based on an experience I had just moments ago. Because my internet...
We recently received the following question through our "Ask The Experts" form: Over the past year we've seen an increase in frustrated customers and Customer Service Representatives. Our customers feel like we don't know anything about them - they complain that they have to provide...
