Finding Answers to Customer Questions The Biggest Hurdle For Contact Center Agents, Study Finds

PRESS RELEASE: eGain, the leading provider of cloud customer engagement solutions announced the findings of an industry-first survey of contact center agents regarding their biggest pain points in providing service when the customer is on the line. The survey revealed that finding the single right answer to customer questions is the biggest barrier to providing good customer service, followed closely by different systems giving different answers. Continue reading Finding Answers to Customer Questions The Biggest Hurdle For Contact Center Agents, Study Finds

Lithium’s Annual State of Social Engagement Study Reveals 98 Percent of Brands Failing Their Customers on Social

PRESS RELEASE: Lithium Technologies today released the State of Social Engagement 2017, its annual study that examines whether brands are using social to engage effectively with consumers. Among the key findings, 98 percent of brands are stuck in broadcast mode, relying largely on push tactics rather than proactively listening and responding to their customers across social channels. Continue reading Lithium’s Annual State of Social Engagement Study Reveals 98 Percent of Brands Failing Their Customers on Social

[24]7 Partners with Neobpo to Deliver Intent-Driven Engagement to Latin America

PRESS RELEASE: [24]7, a global leader in intent-driven customer engagement solutions, and Neobpo, an innovation leader in Business Process Outsourcing (BPO) in Latin America, today announced a reseller agreement that will make [24]7’s entire line of products and solutions available to large enterprises throughout Central and South America. The partnership is designed to help Latin American companies better understand, anticipate and act on consumer intent. Continue reading [24]7 Partners with Neobpo to Deliver Intent-Driven Engagement to Latin America