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Answering this critical question will not only aid companies in determining when customers are leaving, but how they can stop the exodus. Here are the most common reasons customers are leaving: 1% Death 3% Moved Away 5% Bought From a Friend 9% Went to a Competitor 14% Price 68% Perceived Indifference Although these reasons seem obvious, the...

As the capabilities of contact center technology grow, more features and platforms are guided by skill based routing, and for good cause. Through skill based routing, contact centers can optimize operations by directing traffic towards the best equipped agent, rather than simply the first available one. In...

Last week, I had the pleasure of attending the Dreamforce conference, the massive extravaganza hosted by Salesforce in San Francisco. There were many exciting new sales, marketing and service software solutions featured, but the focus of the week was on artificial intelligence. Salesforce unveiled “Einstein”,...