by Dr. Natalie | May 5, 2014 | Customer Experience, Customer Service, Dr. Natalie's Blog, Leadership, Organizational Change Management
Genesys, a leading provider of customer experience and contact center solutions acquired OVM Solutions. If you are in the Customer Experience or Customer Service business what does this mean to you? The investment brings what is called proactive communications...
by Dr. Natalie | Sep 25, 2013 | Customer Experience, Customer Service, Dr. Natalie's Blog
At this conference I talked about the strategy to take traditional customer service and contact center channels and integrate them with social media. This provides companies with many advantages but it also presents many, many challenges. These short clips give you...