Blogs

USAN will showcase to conference attendees their Multi-channel Customer Engagement platform including cloud-based contact center products for inbound, outbound and self-service applications as a gold sponsor at the 2013 ICMI ACCE Conference and Expo in Seattle, WA. Contact center management and customer experience professionals will be among the attendees at the showcase, which will demonstrate a single customer...

IVR can be a great tool for companies in decreasing customer wait time and increasing customer satisfaction, but customers are sometimes not overly fond of automatic response systems--especially when they have bad experiences. A new poll shows just how costly those bad customer IVR experiences can be.  The nationwide poll found that more than 8 in 10 respondents...

If your image of a call center is simply a bunch of people in cubicles with phones and a keyboard, times have changed.  Today’s customers expect to interact with companies on a variety of platforms—phone, e-mail, chat, text, and social.  As customers’ expectations have changed, call center solutions have grown increasingly sophisticated.  Here are a...

The business today that doesn't take its analytics into account is likely experiencing a great deal of difficulty meeting its customer's demands. Considering analytics, however, is only the latter part of the battle. The first essential consideration that is related to customer experience metrics is the manner in which the information is gathered and then...

A recent report by Forrester Consulting finds that more than 80% of consumers prefer phone support over email and other devices -- but the majority of customers feels frustrated and burned when they get caught up in an interactive voice response (IVR) menu. But the report fails to mention how IVR call center technology has benefited both...

Visit USAN at booth 607 for additional information and to receive a “Find Your Cloud” t-shirt. USAN will host a prize giveaway for a Kindle Fire and will particiapte in the Passport to Prizes promotion where attendees can have their passort stamped at particiapting vendors and redeemed for a chance to win prizes.  

Financial institutions continue to make account access more convenient for their customers by adding more paths of interaction to perform account transactions. But as each new method of transacting business opens, additional potential security threats appear. Even before the advent of the internet and e-commerce, criminals have continuously developed new and more ingenious ways of...