A study from e-Gain Communications, a Mountain View, CA-based supplier of customer service and contact center software, reveals both good news and bad news regarding the state of multichannel customer service.
No, we’re not suggesting that you break out the Christmas decorations and deck the halls just yet. But if the fourth quarter is your make-or-break season,
Welcome to a new quarterly column by Jim Wheaton, cofounder/principal of Wheaton Group, a Chicago-based data management, data mining, and decision sciences
