Archive

Customer Interaction Management: Unified Platform for Omnichannel Engagement

The transformation of support ticket systems continues to demonstrate remarkable success across various industries, with several notable implementations providing valuable insights into best practices and future directions. For instance, when an agent handles a difficult customer interaction, the system might suggest effective de-escalation techniques based ...

The Reverse Evolution of a Spin Dictatorship

In the ten years to 2022, the share doing so daily grew from 40 to 74 percent. In the last four years before the Ukraine invasion, the Kremlin was already dismantling Russia’s spin dictatorship in favor of fear. As Putin started tightening screws from 2012, they were pushed to the sidelines, replaced by even more ...