Vendor Views

B2B support teams will need to implement these four best practices in 2021.
Posted January 11, 2021

Fraud isn't going anywhere, so here are a few steps contact centers must take to prepare for the changing fraud landscape of 2021.
Posted January 04, 2021

Intelligent assistants can perform the routine, letting managers work to make agents better.
Posted December 28, 2020

When looking to bring on a workforce management system, find a partner who will help you build your business over the long run.
Posted December 22, 2020

CX leaders should prioritize listening to customers and making sure their team is responsive on social media and traditional channels.
Posted December 14, 2020

Artificial intelligence can provide contact centers with staffing forecasts amid a sea of uncertainty.
Posted December 07, 2020

Contact centers need omnichannel, multiskill, feature-rich workforce management solutions to survive in the modern world.
Posted November 30, 2020

Customer success teams need to keep their eye on the ball and shouldn't get too wrapped up in other tasks.
Posted November 23, 2020

Knowledge management gives agents more time to talk to more customers, reducing wait times and increasing the number of interactions they can process.
Posted November 16, 2020

COVID forced companies to reevaluate customer service processes overnight - serving as a "reset" button and accelerating the transition to self-service and omnichannel strategies.
Posted November 10, 2020

The customer service industry shifted to remote operations due to the pandemic and found benefits beyond safety that make the flexibility to work from anywhere the long-term choice.
Posted November 02, 2020

Customers today expect self-service options, and a customer portal is the key for retaining them.
Posted October 26, 2020

As companies continue to get comfortable in work-from-home envrionments, more businesses are realizing the benefits of moving to all-remote contact centers.
Posted October 19, 2020

Flexible options, including split shifts, will help contact centers hire and retain good customer service agents.
Posted October 12, 2020

Make sure agents have the tools, training, and insights needed to serve customers during the tough times.
Posted October 05, 2020

Think about skill sets when moving employees to an overburdened contact center.
Posted September 28, 2020

Make sure you--and your customers--know what your service desk provides.
Posted September 22, 2020

Contact center customers might not see behind the curtain, but managing your workforce is still critical to customer success.
Posted September 15, 2020

AI is having a positive impact on customers, agents, and field service technicians during the pandemic, and this is just the beginning.
Posted September 08, 2020

In times of growing uncertainty, complexity and change, an agile approach to customer service can help organizations create and maintain extraordinary employee and customer experiences
Posted August 31, 2020

Automated chatbots are taking pressure off agents to answer common requests.
Posted August 24, 2020

Here's how 800 numbers can support every customer, every time, anytime and anywhere.
Posted August 18, 2020

How digital transformation can supercharge customer service and profitability.
Posted August 10, 2020

When it comes to customer service, artificial intelligence is just as its name suggests: artificial.
Posted August 03, 2020

Customers expect to be able to reach companies 24/7 however they want, and automation lets them do just that.
Posted July 28, 2020

Companies must pay close attention to evolving consumer trends towards augmented reality, social media, digital self-service, and sustainability to provide the best customer experiences possible.
Posted July 21, 2020

Customer success requires listening and turning that data into actionable insights.
Posted July 14, 2020

Don't just reopen your contact center; take the opportunities presented by COVID-19 to evolve it.
Posted July 07, 2020

IVAs have been proven effective at offloading call volume and servicing low-level customer needs with ease.
Posted June 29, 2020

Lessons from the coronavirus pandemic teach us that businesses need to be prepared to challenge the unexpected.
Posted June 22, 2020

The next generation of customer communications is flexible, proactive, and able to scale rapidly.
Posted June 15, 2020

Organizations that adopted cloud technologies will be better positioned to adjust to the new normal, not to mention any future events that might call for unprecedented flexibility.
Posted June 08, 2020

Whether your team is working from home or in the office, supporting a service-driven call center has unique challenges to leaders and employees alike.
Posted June 02, 2020

Automation can be a catalyst for enhanced operations and happier agents as the industry moves toward remote workforces.
Posted May 26, 2020

The layout of retail store operations can optimize the customer experience and maximize revenue, and if adapted by call centers, can increase customer satisfaction and sales.
Posted May 18, 2020

As more companies appoint a chief customer officer (CCO), success is not a given; several factors can significantly make or break the success of the CCO.
Posted May 11, 2020

Soliciting ideas from your customers doesn't have to be all that difficult.
Posted May 04, 2020

Conversational AI can be a game-changer in the new normal that COVID-19 has created.
Posted April 27, 2020

Here's are a few things to avoid when creating AI-powered bots for customer experience.
Posted April 20, 2020

References and other research are important elements when selecting software providers.
Posted April 13, 2020

Companies need to meet customers where they are to keep them loyal.
Posted April 06, 2020

It's important now more than ever to communicate clearly with customers.
Posted March 30, 2020

Scientifically proven learning methods, such as spaced repetition, are proving successful at increasing contact center agents' product knowledge, helping deliver exceptional customer service across industries.
Posted March 23, 2020

Digital interaction technologies can protect companies during the current crisis and future-proof them for events down the road.
Posted March 16, 2020

Artificial intelligence and chatbots are among the key trends set to dominate contact centers in the coming decade.
Posted March 09, 2020

Skilled customer service agents and technology together will be the winning combination in 2020.
Posted March 03, 2020

New technologies are making for an exciting time in which technology anticipates our everyday needs rather than simply reacting to them.
Posted February 25, 2020

Customers who aren't delighted with your products or services highlight the best opportunities for change.
Posted February 18, 2020

Contact centers come up short due to a lack of timely access to relevant data and the inability to derive real-time insights from it.
Posted February 11, 2020

Live chat can help you meet rising customer expectations and set your company apart from the competition.
Posted February 04, 2020