Contact Center Expert to Discuss Employee Engagement in the Contact Center

Brian Flagg to present at the EUCI conference Contact Center Management: Driving Costs Down & Improving Customer Service December 12 and 13 in Scottsdale, AZ.

“Contact Center Excellence” Author Shares Insights for Getting to World Class

Brian Flagg’s new book, “Contact Center Excellence: Standing Out From The Crowd,” will help you drive your contact center to a world class level.

New Podcast: Applying TQM in the Contact Center

Listen as Contact Center Expert Brian Flagg discusses ways to incorporate quality assurance directly into an interaction itself.

Customer Experience Management in Paradise

Telecommunication systems support an island’s services economy to make every customer’s experience a good one

Kindle Winner Announced for Customer Experience Survey

Congratulations to Ninetta Jordan of Southfield, Michigan!

Contact Center Unconcerned about New Healthcare Mandates

Health Advocate’s highly personalized approach is aided by Cincom Synchrony

Integrated Contact Center Ensures Quick Aid

When you’re collecting funds for underprivileged children, you don’t want any idle time

United Airlines Fails at Customer Experience Management

United could have made some simple changes to prevent a viral CRM failing

8 Strategic Steps to Turn Customers into Brand Advocates

Tips from a new Cincom Australia White Paper explain the difference between CRM and CEM in a a practical and realistic guide to achieving a tailored and agile Customer Experience Management approach.

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