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Keeping the Social in – and the Robots Out – of Social Media
In a spot on CNN Money this week, Ryan Holmes pointed out that as more consumers use social media networks like Twitter to voice customer service complaints, companies are struggling to keep up with...
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Don’t Underestimate the Value of Enterprise Social Networking
Five years ago, if a business wanted to create social networking opportunities within the company, all it had to do was buy a coffee maker, throw it in a corner and call it a break room. But in today’s...
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The Rise of the Social Enterprise: What is Your Company Yammering About?
Microsoft’s acquisition of Yammer (and the rise of Jive and NewsGator) has escalated what was before then a sleepy awareness of social collaboration within the enterprise. Sure companies have gotten in...
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Technology and the New Healthcare Landscape
In the world of healthcare, progress is a constant. Between new drugs, treatments and the like, evolution is perpetually in demand. But today, the changes in the healthcare industry extend well beyond...
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WFO Outlook: Trends and Opportunities in WFO
In its early days, WFO was traditionally a means of managing labor costs which mind you, is still a very important and a major benefit of WFO to the contact center. However, the market is moving away...
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The Internet of Things: How it Will Transform Customer Experience
Gartner shared its top ten trends for CRM at a summit earlier this year, and the Internet of Things came in second (big data was first). To understand the promise that the Internet of things holds for...
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New Directions in Vendor Relationship Management: A Customer-Centric Approach
Clothes that remember the last time you wore them? Phone apps that work together to schedule travel, create budgets, and send reminders? These concepts are certainly still in the future, but they are...
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A Two-Step Process for Evaluating On-Demand Considerations
As contact centers evolved from call centers, the need to manage an increasing number of contact channels has driven the creation of a highly complex operating environment. In fact, it is this...
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Internet of Things, Part 2: New Business Models are Reshaping Industries
In the first installment, I defined the Internet of Things and shared a brief history of the developments that hold so much potential―not just for companies but also in how we all approach our lives....
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Is Telecommuting a Good Idea?
How much could you and your company save through telecommuting? As an employee, besides the obvious cost of gas, there is also the money saved on car maintenance and, hours of productivity gained that...
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Meet the New Aspect at SpeechTEK and CRM Evolution NYC
Voxeo has been sponsoring SpeechTEK for a long time, but this year’s event will be a first. Not only are we the Diamond Sponsor of all three conferences (SpeechTEK, CRM Evolution and Customer Service...
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Three Ways to Step Up Proactive Engagement With Your Customers
A recent study conducted by International Data Corporation found that 25 percent of smartphone users couldn’t recall a time when their phone wasn’t in the same room with them. 79 percent of users...
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INFOGRAPHIC: Six “Super Agent” Customer Service Resolutions for 2015
Hey, it’s Erica! Greetings from the “agent” side of the customer experience! If you’ve been following me on Twitter or Facebook this past year, you know how much of a blast I’ve had giving shout-outs...
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Is Your Contact Center Catering to Millennials?
The millennials are coming. By 2015, millennials—76 million strong—will have a combined purchasing power of $2.45 trillion worldwide, according to a recent study conducted by the Center for Marketing...
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SXSW – The High Performance Life
The magic of The High Performance Life (THPL) is that all of the effort that you put in along the way to improve your performance in Life, Learning or Fitness does indeed come together to create great...
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The Internet of Things: How it Will Transform Customer Experience
Gartner shared its top ten trends for CRM at a summit earlier this year, and the Internet of Things came in second (big data was first). To understand the promise that the Internet of things holds for...
View ArticleClik here to view.
New Directions in Vendor Relationship Management: A Customer-Centric Approach
Clothes that remember the last time you wore them? Phone apps that work together to schedule travel, create budgets, and send reminders? These concepts are certainly still in the future, but they are...
View ArticleClik here to view.
A Two-Step Process for Evaluating On-Demand Considerations
As contact centers evolved from call centers, the need to manage an increasing number of contact channels has driven the creation of a highly complex operating environment. In fact, it is this...
View ArticleClik here to view.
Internet of Things, Part 2: New Business Models are Reshaping Industries
In the first installment, I defined the Internet of Things and shared a brief history of the developments that hold so much potential―not just for companies but also in how we all approach our lives....
View ArticleClik here to view.
Is Telecommuting a Good Idea?
How much could you and your company save through telecommuting? As an employee, besides the obvious cost of gas, there is also the money saved on car maintenance and, hours of productivity gained that...
View Article