Forbes contributors publish independent expert analyses and insights. Adrian Swinscoe writes about service and the customer’s experience. This article is more than 4 years old. Four years ago I spoke ...

We always knew that the future of video was more than just us sitting at one table talking to you sitting at another table. Much like the telephone that started out putting you in a 3 foot by 3 foot ...

Avaya is rolling out two new industry-specific applications at the National Retail Federation’s annual trade show on Monday. One, Avaya Video Assist, leverages the company’s contact center expertise.

In three months, Rent-A-Center aims to increase its Net Promoter Score (NPS) and overall retention by transitioning multiple pages of agreement terms into 2.5-minute, ultra-personalized videos for ...

Jen Suzuki shares the key strategies to create effective video multipoint inspections that boost trust, approvals, and CSI scores.

Nina Alexander-Hurst accepts a Customer Engagement Award from Retail TouchPoints. Her customer experience team is called SWAT (Service With Accessorizing Talent). “Everyone is really excited to engage ...

British Gas is launching a pilot scheme that will allow customers to speak to customer service advisors via online video technology. The energy provider will be trialling Cisco WebEx Support Centre in ...

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