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With hybridization, contact centers no longer have to choose between one deployment model over the other. Here's the latest update about this trend. Read More

We have predicted five customer service trends at the beginning of the year and we are happy to note that all of them are on point. With more than half of the year gone, we have come up with ten more customer service trends we believe will define the industry for the year and in the years to come. Read More

Most recent survey says that banks are slowly regaining the trust of their customer, but there are no guarantees. Innovation plus enhancing customer experience can help establish a long-term relationship with consumers and edge out competition. Read More

Omnichannel customer service seems to be a trend today, but that doesn’t mean customers actually want or need it. Here are the top reasons why and when it may be better to offer fewer customer channels instead. Read More

People skills are essential for your social media customer service team. Here are some of the offline social skills they must have in order to succeed in making customers happy. Read More

Human sentiment, unlike big data, is highly unstructured and affected by lingo, language and expressions of irony or playfulness. It is hard to interpret and data scientists are still struggling to improve sentiment analysis so businesses can truly understand what their customers think. Read More

Speech Analytics can help call centers improve customer service through analysis of words and phrases used in a conversation between agent and customer. It allows you to provide the right training to the right people and resolve issues before they blow up. Read More

Learn the new trends in mobile customer care, and how contact centers are benefiting from the most relevant technologies in the industry. Read More

The financial industry has always been a volatile market. With the significant changes in the global capital markets in the recent years, it was forced to rethink their current processes and shift towards outsourcing more than what they have usually outsourced before. Read More

Public relations, otherwise known as PR, play an important role in any business, whether for a large group of people (a company or an organization) or an individual (celebrity, professional, freelancer or entrepreneur). Read More