Efficiency is the new standard in corporate contact centers. Gone are the days of the "Dilbert workforce."
Posted May 09, 2022
Here are five ways to keep B2B customer service issues from escalating so that you can keep customers happy and protect your revenue.
Posted May 03, 2022
Modern artificial intelligence has the potential to improve contact centers on so many levels.
Posted April 25, 2022
Don't guess what customers want and expect. Ask them, and then take action on the feedback they provide.
Posted April 19, 2022
Automation-enabled chatbots can help organizations deliver the superior level of service customers expect in our digital era.
Posted April 12, 2022
Case management is the key to providing better customer experiences and ensures that opportunities and feedback are not missed.
Posted April 04, 2022
How to find the right balance of technology and human agents to provide quality customer service at a higher rate
Posted March 31, 2022
It is possible to deliver an omnichannel customer experience leveraging personalization and the right data.
Posted March 29, 2022
Companies looking to up-level their customer experiences are turning to AI-based automation, which is expected to save businesses up to $8 billion per year.
Posted March 25, 2022
Chatbots can improve customer service while managing operating costs.
Posted March 21, 2022
As boomers retire, their contact center employers will need to figure out new ways to share the knowledge they acquired over their careers.
Posted March 18, 2022
Customers who contact customer support are showing a growing desire for empathy. Here's how to give it to them.
Posted March 11, 2022
GigCX in some respects is better at customer service than traditional company agents in a contact center.
Posted March 08, 2022
Here are some things to consider when looking to bring on a third-party to manage your unified communications infrastructure.
Posted March 04, 2022
Tips to help you determine which channels your customers want to use for service requests.
Posted February 28, 2022
When renovating your customer experiences, hiring a customer experience-as-a-service contractor might be the way to go.
Posted February 25, 2022
Introducing artificial intelligence into the customer service process can lead to greater customer satisfaction, higher staff retention, and accelerated business growth.
Posted February 22, 2022
For telecommunications providers, incorporating remote visual assistance software can eliminate delays, enable fixes, and provide customers with an exceptional service experience.
Posted February 17, 2022
Looking at your company goals, metrics, automation, and people can help ensure the true benefits of artificial intelligence in the contact center.
Posted February 15, 2022
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