Actionable Insight for Leaders in Marketing, Sales, and Customer Service
On May 18, 2016 NICE Systems announced that it has entered into a definitive agreement to acquire inContact. This marks yet another turn in the long road the contact center industry has been taking towards consolidation.read more
To own or lease? This discussion is now happening for many service organizations in regard to whether or not they leverage a third-party field service workforce.
Aberdeen research shows that the top two pressure-shaping social media initiatives are the proliferation of new channels for engagement and the influence of third parties on customers’ decision journeys.