Glassbox’s Instant Replay Technology Helps Customer Service Agents Relive Customer Problems

Glassbox has built an application in their experience optimization and analytics suite that allows an agent to quickly watch a replay of a customer’s website or app session to see what they have been trying to do and […]

I’m sure many of you have had the experience of trying to help a friend or family member solve a technology problem over the phone. I know I certainly have, particularly when it comes to helping my father solve a problem that’s he’s been having with his computer at home.

My experience is complicated by the fact that my dad has a PC, he’s not the most tech-savvy individual, and for the last few years, I have mainly been a Mac user.  […]

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