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Author Archive | Johan Jacobs

Digital Clarity Group

Lets Talk about Chat…

Web Chat is a fast growing communication channel with mature technology. Unfortunately, most chat interactions are sliding down the poor customer experience hill very fast and becoming a useless Contact Center channel – not unlike the phone. If you have not yet deployed chat but would like to, tweet @Bushman10. I’ll be happy to provide… read more >

voice care agents

Voice is Dead. Long live Non-Voice.

Since 2010 the sale of voice-related technology for the contact center has seen a steady decline. This has forced the contact center and voice vendors such as Avaya, Interactive Intelligence, Cisco, Nuance, Genesys and others to explore different growth strategies in order to keep shareholders happy. The typical choices these vendors made was to start… read more >

Free Developer Report

Is Your Organization Ready to Take the Leap Towards Customer Care?

Since the dawn of commerce, humans have marketed and sold items to one another and provided pre- or post-sale service. Today sales, marketing and service disciplines are sciences in their own right. Companies have invested vast resources in establishing separate business entities that engage the customer in either a sales, marketing or service activity. Marketing… read more >

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