Lee Davis is a tech analyst who has been covering the document imaging industry for over five years. Currently, Lee is the Associate Director of Software and Scanners at Keypoint Intelligence, where ...

As customer expectations continue to rise and the traditional reactive models of customer service are increasingly proving to be inadequate, the quest for excellence in customer support today has led ...

Customer journey analytics software aims to help businesseses understand, optimize and personalize every step of the customer experience. By aggregating and analyzing data from touchpoints across both ...

Even if you believe you’ve developed the best product or service in the world, you must find people who agree enough to buy what you’re selling. With customer relationship management (CRM) analytics, ...

Conversocial, a provider of social media tools, has launched the Conversocial Analytics Platform (CAP) designed to provide a range of new analytics focused on customer service performance.

With an increasing number of enterprise systems, growing teams, a rising proliferation of the web and multiple digital initiatives, companies of all sizes are creating loads of data every day. This ...

In the midst of the COVID-19 pandemic, five customer service technologies are garnering most of the attention of customer service leaders, according to the Gartner Hype Cycle for Customer Service and ...

Competitive markets quickly pile up customer complaints, which become roadblocks that eat time and trust. However, forward-thinking teams are able to see gold in the noise. Service analytics ...

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