The Truth About Customer Experience

Companies have long emphasized touchpoints—the many critical moments when customers interact with the organization on their way to purchase and after. But this focus can create a distorted picture,...
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The Alignment of Customer and Support Expectations

Support organizations are implementing new technologies and processes to better connect customers with technical support teams, and customer satisfaction is paramount. However, most organizations admit...
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Secrets of Power Negotiating

Roger Dawson’s Secrets of Power Negotiating has changed the way American business thinks about negotiating. Thinking “win-win”—looking for that magical third solution in which everyone...
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The Connect Effect: Building Strong Personal, Professional, and Virtual Networks

Networking is not mere socializing—it is a vital personal and professional development skill. An effective network can make you more knowledgeable, help you address critical issues, accelerate your...
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4 Customer Engagement Trends That Will Impact Your Business

Speaker: Kate Leggett (Forrester Research) Customer expectations have changed. Customers expect to engage with companies across every channel of service – anytime, anywhere. This shift creates new opportunities...
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5 Strategies for Building Effective Mobile Engagement

Speakers: Lauren Freedman (e-tailing group) & Ross Haskell (BoldChat by LogMeIn) With the rapid transformation of consumer behavior, customers are engaging in more ways and on more devices than ever...
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67 Tips for Building Live Chat Success: Best Practices for Agents and Admins

Expert tips to help agents and administrators alike provide superior service via live chat. Filled with practical tips, tweets and actionable items, these best practices will help businesses take chat...
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Effective Mobile Engagement

This report, based on the survey results with nearly six thousand respondents across ten countries, sheds light on mobile engagement, including its current state, channels in use, which industries consumers...
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Mobile Customer Care: It’s More than Hype

The customer / company relationships stand in the midst of the mobile revolution. The growing consumer adoption and use of mobile devices means that customers are increasingly incorporating mobile as...
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7 Steps to Business Success on the Internet of Things (Whitepaper)

In this whitepaper you will learn: What the Internet of Things is and how your business can take advantage of this new revolution How to apply IoT technology to a real business case A practical process...
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