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Challenges and Opportunities of the Ever Changing Customer Interactions

Customer interactions have drastically changed in the last couple of years. Today you see more interaction channels, more convenience, more devices - most can relate to always-on.

Mom as a Service - Happy Mother’s Day

As Mother’s Day approaches, I think how fortunate we are to be alive in a time when professional women have more flexibility to achieve work-life integration.

A Look Back on Contact Center Technology

Technology has boomed with iPods, social media, Bluetooth, cell phones, and much more. All of these technology trends have paved the way for the changes made over the years in the contact center industry.

Delivering Excellent Customer Service through Mobile Apps

We know that mobile is here to stay, at least until the next big disrupter comes along. Until then, mobile devices are dominating how consumers shop, search, educate and connect. As the trend continues away from computers, companies have an opportunity to develop, from the ground up, customer-service strategies for mobile devices. The good news is that...

One App, Multiple Channels: The Holy Grail

This article was originally posted on No Jitter, here.

We explore best practices in the orchestration of disparate customer contact channels on mobile apps.

The Intersection Between Cloud Contact Center, Social and Mobile

By Edwin Margulies & Sarah Rolfing CloudCCTR+Mobile+Social2 The holy grail of customer service: "A comprehensive and preferred-channel engagement experience for customers." And now we're much closer owing to the acquisition of SoCoCare by cloud contact center s

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