Expert Advice

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

A new international standard has been published to help contact centers improve the customer experience.
Posted September 05, 2017

A proper CEM program looks at far more than just one metric or department.
Posted September 01, 2017

The hype around artificial gives way to real-world use cases where bots and virtual assistants can help in customer service.
Posted August 25, 2017

Technology failed the retail giant, but so did its lack of focus on the right customer service strategies.
Posted August 18, 2017

Artificial intelligence needs to be at the center if companies will have any chance of truly personalizing interactions.
Posted August 11, 2017

Chatbots need to be more functional if we want customers to use and like them.
Posted August 04, 2017

Customer service is the responsibility of everyone in your company, from the CEO to the janitor.
Posted July 28, 2017

IVAs have much greater potential than IVRs, but vendors still have work to do to move the technology beyond the hype stage.
Posted July 21, 2017

Regardless of how it's used, artificial intelligence will definitely impact customer service.
Posted July 07, 2017

Don't ask questions if you're not prepared to act on the results.
Posted June 30, 2017

A hybrid approach that uses both cloud and premise-based systems can address many of the fears around migrating to cloud tech.
Posted June 23, 2017

Companies need to adopt a customer-centric, subscription-based model to customer service.
Posted June 16, 2017

Here's a list of five mistakes to avoid when your contact center has fewer than 75 employees.
Posted June 09, 2017

Today, when contemplating your intelligent assistance strategy, the real question isn't whether to do it or not, but how to do it.
Posted June 02, 2017

With the right tools, agents can be just as effective as technologies coming into use in the contact center.
Posted May 19, 2017

The tendency is to look at speech analytics as a quick fix, but it should be part of a larger process that takes time and effort to perfect.
Posted May 12, 2017

Consumers have clear channel preferences when it comes to specific issues with companies.
Posted May 05, 2017

Best-in-class firms using social media to service customers derive some very impressive results.
Posted April 28, 2017

Digital transformation is driving the business interaction environment, but customers want to dictate the communication terms.
Posted April 21, 2017

Companies need more skillful, empowered agents to provide the concierge-level service that customers expect.
Posted April 14, 2017

As customer service technologies evolve, applications can better surface answers to questions, provide better next-best actions, and remove burdensome tasks from agent workloads.
Posted April 07, 2017

No other word destroys loyalty and retention faster than "no," so figure out how to turn any situation into a positive.
Posted March 31, 2017

Controllers are more suited to today's call center needs, but empathizers get more of the jobs.
Posted March 24, 2017

Effectively guiding contact center agent engagement requires the right leadership and technologies.
Posted March 17, 2017

New developments and improved functionality make virtual assistants a technology to continue watching.
Posted March 10, 2017

8 mistakes companies make when dealing with customers on social media.
Posted March 03, 2017

As onshoring returns, contact center operators will need to be creative in their site selection to offset higher wages.
Posted February 24, 2017

Digital customer experiences require a different approach that blends channels across the digital and physical worlds.
Posted February 17, 2017

The right governance can drive much better customer service experiences.
Posted February 10, 2017

4 tips to help you get the most in your technology-buying decisions.
Posted February 03, 2017

2017 is expected to be a better year for customers as companies prioritize better service.
Posted January 27, 2017