Author Archives

  • Mobile customer care – a long way off

    It’s clear that mobile care (a/k/a smart, connected interactions) will be the hot trend in the customer service industry for 2012. Consider the announcements we’ve already seen in the first third of this year from Genesys, NICE, Virtual Hold and… Read More ›

  • Occupy Customer Service?

    There’s certainly no shortage of technological revolution affecting the way organizations serve their customers. For example, much of the industry buzz in 2010 and 2011 revolved around the impact of social customer care (net: low volume, high brand impact) and the continued adoption of SaaS-based customer service (net: still gaining momentum but migration taking longer than most thought).