What Is Design Thinking?

October 25, 2017 0

Design thinking involves “learning to dance with ambiguity” and is often used to gain insight into customers’ behavior patterns, wants, and needs.

How Much Does Outsourcing Cost?

October 18, 2017 0

Congratulations. After months of due diligence, you’ve selected the outsourcing service provider to transform your contact center challenges into opportunities. All that’s left to do […]

What Is Mobile Convergence?

September 27, 2017 0

Mobile on-the-go strategies are top on the list for many customer service professionals. As a result, more customer service teams are beginning to provide text message customer service and mobile messaging via Facebook Messenger, and that help guides customers to the right answer fast.

Can RPA Improve My Business?

September 20, 2017 1

Sandra Williams, HGS SVP, Sales and Strategic Account Management Some lessons are learned, rather than taught. Right now, most industries are reeling on half-truths about the […]

What Is the Cost of Web Chat?

September 8, 2017 0

Web chat is estimated to cost less than a phone call or email, being perhaps the cheapest live customer channel, according to Contact Babel.

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