Shanky Viswanathan

Kids today…are they really tech savvy? They’re always on their phones, using cool apps, making videos and coming up with things like Uber to make life easier.As a function of their near-constant use of new technology (especially smart...Read More

Is doodle the next great customer service channel? Will customer engagement vendors talk about scribble integration? If Ink Messenger takes off it could happen. Ink Messenger aims to carve out a share of the booming messaging market as an...Read More

n Forrester’s recent report, How to Measure and Improve the Contact Center Agent Experience, Ian Jacobs explains some guiding principles that can be used to significantly improve the customer experience by improving the agent experience...Read More

Beta or VHS? GSM or CDMA? Apple or Android?The battle for competing tech standards goes back centuries. Just ask Thomas Edison and Nikola Tesla who famously and by some reports unscrupulously competed to have their standard for an electric power...Read More