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Proliferation of Communication Options Increases Service Complexity as Customers Demand Consistency Across Multiple Channels; 71 Percent Say Valuing Their Time Is Most Important…
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Major New Release Features Knowledge Management, Employee Mobile, Web Self-Service and Enhancements to Case Management and Integration Capabilities…
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The Average UK Adult Has Used 7.4 Different Electronic Communication Channels in the Past Six Months…
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The Fixed-Line Phone Falls to Fifth in the League Table of Communication Methods; Facebook and Fixed-Line Phone Use Neck and Neck; Social Consumers Are Leaving Many Businesses Flat-Footed…