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For a long time, we have been advocating about future proofing your contact centre/customer experience strategy by adapting to the needs of Gen Z, Y & X. Gen Y & X have been your [...]

  There is something special about the Cisco Customer Experience/ Contact Center / Customer Engagement strategy that makes it stand out. See Cisco contact center believes in connecting [...]

  Cisco Unified Contact Center Express now supports Facebook Messenger! This comes at the perfect time as news reports that fewer people are engaging with brands on their public social media [...]

I’m in my mid-30s, I am considered to be at the cusp of being a millennial, born in 1983. My group of friends ranges from the late 20s to late 30s. I’ve noticed something in the way friends who [...]

PureCloud the All-in-One Cloud Contact Center now supports three new direct messaging channels. Facebook Messenger, Twitter Direct Message & Line! This news is even sweeter for Contact Center [...]

If you are like me, where you checked your Linkedin three times a day, in the morning, during lunch break and towards the end of the workday,  you would not have escaped the news that Google [...]

Need to secure that buy or improve close rates on shopping carts? Simple. Provide exceptional customer service all day, everyday. In-store, over-the-phone and online have all become competition [...]

How do you think customers feel when they have to repeat their address for the 100th time when ordering food from their favourite restaurant/fast food chain? In fact, How do YOU feel when you [...]

Patients are the customers of any hospital or healthcare facility. We all talk about customer experience or CX, but now it’s time to bring into focus the type of customer we are talking about: [...]

A bad economic situation and rising crime usually go hand-in hand. In the contact center world there are also things that go hand-in-hand, that’s why I would like to take this moment to discuss [...]