Vendor Views

Construct and carry through on customer journeys from the customer perspective.
Posted February 10, 2022

Customer expectations have changed dramatically, but agility, personalization, messaging apps, and empathy can keep you in their hearts and minds.
Posted February 07, 2022

Chat offers a great way to provide self-service support and better customer experiences.
Posted February 03, 2022

Contact center systems are good at improving operations, but they can't do it alone. UCaaS systems also need to be integrated.
Posted February 01, 2022

Forget 2022 predictions. CX teams need goals to adjust to modern customer expectations.
Posted January 24, 2022

Choosing the right chatbot for your business is no small task, so here are a few things to discuss with your team before proceeding.
Posted January 20, 2022

The old model of customer service was very scripted and linear, but new contact center tools can personalize service and greatly improve the customer experience.
Posted January 17, 2022

An artificial intelligence rollout has to be carefully planned in advance and ready to adapt on the fly as needed.
Posted January 13, 2022

Contact center managers can use the latest technology, like automation tools and AI, to better support their teams and create a more positive experience for both agents and customers.
Posted January 10, 2022

If you go the extra mile and seek personalized, timely, insightful feedback from your customers, you can identify and improve contact center operations and strengthen customer loyalty.
Posted January 06, 2022

B2B and B2C customer interactions must be handled differently, and customer service and support tools must be able to address their different goals.
Posted January 03, 2022

The Great Resignation can be mitigated by listening to customers and employees to pinpoint areas where workplace culture is less than ideal.
Posted December 28, 2021

A chief customer officer can keep all departments grounded in customer-centricity.
Posted December 20, 2021

Organizations must ensure they are creating positive experiences for customers and an environment where employees are happy to work.
Posted December 13, 2021

Empowered customer service agents are the key to increasing issue resolution and decreasing escalations and costs.
Posted December 07, 2021

The steps you take in the first 30 days of a chatbot deployment are crucial toward success going forward.
Posted November 30, 2021

Customer experience has been taken to a new level by the connected society, and the companies that understand how and why data is impactful will be the ones that succeed
Posted November 23, 2021

Worldwide, we're seeing gaps in the supply chain due to shortages of products, but the CX economy is also experiencing gaps. Here's what can be done.
Posted November 15, 2021

These four steps can help companies create and grow their customer success processes.
Posted November 08, 2021

Customer service teams facing ever-increasing demand for faster and more personalized solutions can improve outcomes by incorporating remote virtual assistance software.
Posted November 01, 2021

These customer success techniques will help you understand your customers' wants and needs.
Posted October 26, 2021

Pair the best equipment with empowered agents to make the contact center the hub for customer service excellence.
Posted October 18, 2021

It would be nice if customers never needed support, but when they do, an integrated customer service center can go a long way.
Posted October 12, 2021

Artificial intelligence provides the tools to make customer service a more satisfying career.
Posted October 06, 2021

A comprehensive, single source of truth for all departments is key to providing good customer service.
Posted September 27, 2021

Contact centers are about a lot more than customer experiences; the data they provide is invaluable.
Posted September 21, 2021

Cross-sell and upsell interactions should be viewed as partnerships to avoid that shady used car salesman feel.
Posted September 13, 2021

There are things contact centers can do to address issues with abandonment, talk time, hold time, and speed of answer. Here are a few suggestions.
Posted September 07, 2021

Customer journeys are much better when customers are in control.
Posted August 31, 2021

Does your customer support team need a chatbot? Probably. Here's how chatbots can benefits your team, your business, and your customers.
Posted August 24, 2021

Gig economy workers are the lifeblood of many companies, and customer service operations need to address their needs.
Posted August 17, 2021

Just because messages are automated doesn't mean they can't be personalized.
Posted August 10, 2021

Customers are more likely to do business with companies that they trust to keep their data secure.
Posted August 02, 2021

From fair policies to seamless user experience and thoughtful after-sales service, making customer service part of your marketing strategy is a win-win for you and your customers.
Posted July 26, 2021

Consumers today are comfortable using digital channels to solve customer service issues, lbut phone lines will persist as a standard method for reaching businesses, especially for resolving customer service problems.
Posted July 21, 2021

With customers wanting faster, hyper-personalized interactions and contact centers racing to meet those demands at scale and with fewer resources, AI's moment is finally here.
Posted July 14, 2021

Employee experience should be improved to drive productivity and customer satisfaction.
Posted June 29, 2021

As communications continue on digital channels, the right tools will make all the difference.
Posted June 21, 2021

Customers will leave companies that don't let them communicate how they want.
Posted June 14, 2021

Text analytics turns structured and unstructured feedback into actionable insights with real business benefits.
Posted June 08, 2021

Companies with strong leadership and well-developed plans rose to the top in the work-from-home pandemic days.
Posted June 01, 2021

Advances in speech technology are ensuring that voice continues to have a role in customer interactions. (Featured on
Posted May 25, 2021

Live chat can help businesses achieve a level of humanization and personalization that customers will appreciate.
Posted May 17, 2021

Social media management vendors market themselves as end-to-end CX solutions, but real customer engagement requires in-depth interaction these platforms simply can't accommodate at scale.
Posted May 11, 2021

Virtual and live agents in tandem can handle more tasks more efficiently, across more channels, and at more times.
Posted May 04, 2021

Conversational artificial intelligence enables companies to meet expectations without compromising on customer service.
Posted April 26, 2021

Ensure that your customer experience player support team is not siloed from the gaming studio it serves, but a seamless extension of it, becoming the ideal live digital customer experience partner.
Posted April 19, 2021

Call centers are struggling to accommodate the digital shift while providing excellent service. Omnichannel communication is what they need to succeed.
Posted April 12, 2021

The five technologies companies should be using to improve support interactions for both customers and agents.
Posted April 05, 2021

Chatbots might be the answer to deliver on conversational AI's promise of automating customer interactions and increased expectations.
Posted March 29, 2021