Top features

Five tips for understanding the multichannel shopper

Traits retailers should know to attract and retain shoppers across channels.
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Why Facebook’s ‘Buy’ button polarises opinion

Are we about to witness the new dawn of social shopping or just another ecommerce platform?
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How IVR can still become a self-service success with your customers

Telephone self-service has earned a bad reputation. But it can still come good.
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Editor's note

Some reports estimate that by the end of the decade, self-service could account for as much as 40% of customer service engagements...

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