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Life's A Breach Pt 2: Let's Get Physical...Security

Not only are consumers becoming more aware of data security and when they are giving away their personal information, but they are also starting to avoid or altogether boycott brands if they feel their data is unsafe with them. In 2018, YouGov...

Life's A Breach Pt 1: Join The Compliance Alliance

Some of the world’s biggest brand names have been associated with data breaches in the past few years, compromising the personal information of billions of people around the globe. The Privacy Rights Clearinghouse reported 807 breaches in 2018...

Beyond The Contact Center Pt 2: The Driving Force of Metrics

The customer service world is lucky to have access to massive amounts of data to help navigate contact center operations. This information doesn’t just help measure the customer journey and build loyalty, but it also demonstrates the value of a...

Beyond The Contact Center Pt 1: The Strategic Value of Metrics

Did you know? It’s predicted that by 2020, 1.7 megabytes of new information will be created every second, for every human being in the world. This explosion of available insights has the potential to bring huge value to brands everywhere.

Customer-Obsessed Brands to Keep Your Eye On

“We Obsess About Our Clients” is a 10 Thing we live by, but we also obsess about brands who obsess about their customers. There’s a difference between companies that care about their customers and the ones that truly listen to what their...

5 Customer Care Trends for 2019

The end of 2018 is just around the corner, which makes it the perfect time to take a look at upcoming customer care predictions and trends. We’ve rounded up five things to look out for in 2019, each with the ability to have significant impact on...

Interconnecting with Intranets

In today’s world, and especially in the customer care industry, companies are spanning their operations across multiple countries, languages and time zones. This can cause some challenges, especially around internal communications. So, how does a...

It's the Most Technical Time of the Year

Emerging technologies and innovative tools are truly changing the shopping experience for customers. Forward-thinking brands are leveraging technology as a means to strengthen the human connection they have with their customers. While tech takes...

Why EQ is Key in an AI World

Artificial Intelligence (AI) has been a hot topic in the customer service space for years, and the adoption of it is only going to accelerate. Forward-thinking brands leverage AI as a means to strengthen the human connection they have with their...

Excel at Employee Engagement

Keeping employees happy and motivated can be a challenge in any workplace, and contact centers are no exception. Some people think that employee engagement is too “fluffy” to be a top priority, but many studies show that happy employees are the...

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