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The customer service week that was – 14-04-19

What has happened in the customer service industry in the week ending April 19, 2014 and what people are talking about.

The Happenings

Interactive Intelligence to Acquire OrgSpan -- Interactive Intelligence plans to continue to sell and support OpenSpan's OrgSpan Select and OrgSpan Connect, both on a standalone basis and as add-on applications to its cloud and on-premises IP business communications solutions. Interactive Intelligence will also incorporate these products into its future cloud offerings.

inContact Announces First 2014 Release of Award-Winning Cloud Contact Center Software -- Highlights include new automated actions with the Workforce-Intelligent Contact Center, new context-aware SMS capability for mobile interactions; more integration and new features for inContact’s award-winning Personal Connection Outbound Solution; new state-of-the-art Developer Zone; and new Direct Access reporting solution.

The Talk

The Future of Social Customer Service: Seamless Customer Experience -- Maximize Social Business, Sofie De Beule

inContact Innovates in Workforce Optimization and SMS –, Sheila McGee-Smith

Customer Service – How to Give It and Get It -- EO Overdrive, Ian Ford

5 Things Customers Hate about Customer Support (And How to Address Them) -- Merlin Information System Blog, Adel Zsurzsan

The Unforgiving Brits: Unhappy Consumers in the UK Punish Poor Service More Than US Consumers -- Beyond Philosophy, Colin Shaw

Why 90% of Your Customers Leave After a Single Bad Experience – And What To Do About It –, Sven-Olof Husmark

The Future of Contact Centers in the Age of the Customer –, Nicola Millard