Customer Contact Blog

Customer Preference – It’s Personal

By Rob McDougall, President and CEO Upstream Works Software I’ve been reading a lot recently about the importance of contact centers learning and understanding customer preference. According to industry magazines, predicting customer preference seems to be the thing...

5 Moments When Customers Turn Into Brand Promoters

Many types of customers contact your brand. Prospective customers wanting to learn more about your products or services. Existing customers with questions or who want to purchase an upgrade from you. Existing customers who are experiencing issues. But no matter the...

Exploring Virtual Reality for Empathy Training

By Adam Schouela, Fidelity Investments Vice President, Product Management – Emerging Technology, Fidelity Labs Sam, a Fidelity Investments associate in one of the customer contact centers, removed the headset and handed it back to me. I had just taken him through our...