Expert Advice

Artificial intelligence works best when it is combined with a human element.
Posted October 05, 2018

Customer service reps can be taught sales techniques to provide solutions, not just resolve cases.
Posted September 28, 2018

There's just too much customer data available, and companies that know how to use it will have a clear advantage.
Posted September 21, 2018

In the contact center, one person can have a huge impact on customers and fellow employees, and we have the numbers to prove it.
Posted September 14, 2018

Consumers are used to technology helping them in other parts of their lives, so why not when they call a contact center?
Posted September 10, 2018

Automation requires planning your customer service encounters rather than simply layering on technology.
Posted August 31, 2018

AI is not going to take over the world, but it will improve worker productivity in the next few years.
Posted August 24, 2018

The cloud is gaining in appeal for contact centers of all sizes, and increased flexibility is the leading cause.
Posted August 17, 2018

You need to get the basics of knowledge management right to reap its full rewards.
Posted August 10, 2018

Customer service associates who feel appreciated have a better connection to the brand and can deliver better service to customers.
Posted August 03, 2018

Field service work can be a differentiator, if done properly with the customer in mind.
Posted July 27, 2018

Contact centers don't have to be cost centers. They can provide benefits to marketing, sales, legal, HR, IT, R&D, manufacturing, and financial departments.
Posted July 20, 2018

Today's stories allow two-way customer contacts across devices and platforms.
Posted July 16, 2018

Examine the scenography of your contact center before putting on the daily customer service performance.
Posted July 06, 2018

Bots will soon outnumber human employees, but that doesn't mean higher unemployment rates.
Posted June 29, 2018

Do you have a traditional call center or an intelligent contact center?
Posted June 22, 2018

Don't rush out to buy chatbots, virtual reality, or artificial intelligence just because they're new and attractive.
Posted June 15, 2018

With just a few wording changes, customer service reps can position your company higher in the CSAT department.
Posted June 08, 2018

Artificial intelligence has limited capabilities right now, so don't let vendors oversell it.
Posted June 01, 2018

The data privacy issue is all the rage, and GDPR presents a lot of opportunity for companies and consumers.
Posted May 25, 2018

As consumers work to take back control of the data companies have on them, businesses need to step up as well.
Posted May 21, 2018

The patient was someone's mother--MINE!
Posted May 11, 2018

Even with a cloud deployment, you can't expect the vendor to do everything all of the time.
Posted April 27, 2018

Helping customers help themselves — also known as "self-service" — has become a necessity in customer experience (CX) programs.
Posted April 20, 2018

Artificial intelligence can have a dramatic effect on customer service, if you use it correctly.
Posted April 13, 2018

Customers are more likely to remember how you made them feel than what you said or did.
Posted April 06, 2018

Artificial intelligence's infusion into marketing and customer service is enabling more conversational interactions.
Posted March 23, 2018

Retailers need to reevaluate the experiences they deliver to consumers across all touchpoints.
Posted March 16, 2018

Changes are coming, and you can't count on vendors to prepare you or your workforces for them.
Posted March 02, 2018

An apology can de-escalate a bad situation, but it has to be sincere.
Posted February 23, 2018

Companies with service and marketing alignment achieve far superior annual gains.
Posted February 16, 2018

With automation, contact centers will become specialized, high-touch operations handling detailed customer interactions.
Posted February 09, 2018

With the call-back option becoming more popular, it's important that company reps leave the right voicemail messages.
Posted February 02, 2018

Bots should be considered for more than just their cost-saving potential.
Posted January 26, 2018

The optimal way to engage customers is in conversations that span device types and modalities.
Posted January 19, 2018

Changes are coming as data platforms transform into customer intelligence platforms.
Posted January 12, 2018

Empower and engage employees and they will provide better service to customers.
Posted December 22, 2017

Bots and IVAs aren't necessarily mutually exclusive; they perform different functions, so they can coexist.
Posted December 15, 2017

Companies using chat bots typically perform better in some key customer service metrics.
Posted December 08, 2017

Artificial intelligence can spot potential problems in customer interactions and help companies and customers work through them.
Posted December 01, 2017

These eight tips will help companies make sure the agents they hire will be able to serve customers properly.
Posted November 17, 2017

New privacy regulations set to take effect in May will impact how you do customer service. Here are four tips to lessen the disruption.
Posted November 10, 2017

Solutions are still expensive, but the benefits outweigh the costs when it comes to speech analytics.
Posted November 03, 2017

B2B companies can adopt digital technologies to generate emotional connections with customers, just like B2C companies do.
Posted October 27, 2017

Chatbots are the future of customer interaction, and they are already here.
Posted October 20, 2017

Companies that will succeed on Facebook Messenger will figure out how to make it a useful, personalized experience.
Posted October 13, 2017

If you think it's not about the customer, go back and read the title of this article again.
Posted October 06, 2017

IVAs, RPA, and biometrics form an alphabet soup that can really save contact centers time and effort.
Posted September 29, 2017

Is digital transformation the new big data?
Posted September 22, 2017

As customers engage with companies over more channels, they need to infuse the right technology into the mix.
Posted September 15, 2017