Vendor Views

You need to manage service bots just as you would manage human agents and hold them to the same standards.
Posted November 28, 2017

Today's technologies are enabling an evolution from traditional customer care to its more proactive, positive counterpart: customer experience.
Posted November 21, 2017

Some tips for properly managing contact center operations during disasters, both natural and man-made, to protect your brand image.
Posted November 14, 2017

Millennials will thrive in a company culture that mirrors their own values and provides a sense of purpose.
Posted November 07, 2017

To promote continued success in 2017 and as we approach 2018, business leaders must be mindful of the top five trends that are driving support changes for customers.
Posted November 02, 2017

Social customer care is a great tool to boost customer engagement and loyalty, but it's not an easy feat.
Posted October 31, 2017

Sometimes the only interaction a customer has with a company is through customer service, so your company should make it a priority to keep the momentum from Customer Service Week going all year.
Posted October 24, 2017

As AI continues to develop, contact centers and the agents who work there will need to change.
Posted October 17, 2017

Living by the Net Promoter Score alone could be killing your customer retention.
Posted October 12, 2017

Six proven use cases for artificial intelligence as a contact center customer service tool.
Posted October 10, 2017

With insurance calls expected to rise, companies can improve experiences with digital call center technologies like visual IVR.
Posted October 03, 2017

Bots can be used today for cost savings and customer service improvements.
Posted September 26, 2017

The following best practices for contact centers can help keep millennial agents engaged.
Posted September 19, 2017

Here's how to use chatbots to build richer customer profiles for quicker triage.
Posted September 12, 2017

Artificial intelligence and textual data combined can provide the answer.
Posted September 05, 2017

Winning in today's digital age of customer service means acknowledging and correcting customers' problems in real time by providing them with various channels for support.
Posted August 29, 2017

Cloud technology lets agents work from anywhere, even remote vacation hot spots.
Posted August 22, 2017

A surprising number of businesses are still not integrating their customer software systems, and that's bad for business.
Posted August 15, 2017

Survey design has everything to do with whether customers will provide their feedback.
Posted August 08, 2017

Customers like to keep interactions personal, and video lets companies do just that.
Posted August 01, 2017

How companies can leverage a hybrid agent-assisted/self-service approach for better customer experiences.
Posted July 25, 2017

Fully understanding customer interactions through customer journey analytics can keep consumers coming back.
Posted July 18, 2017

Customer complaints and business success are not necessarily mutually exclusive.
Posted July 11, 2017

Contact centers need to adjust their approach to technology, customer engagement, and employee motivation.
Posted July 05, 2017

Tips for shifting your company from crisis management to customer-service management.
Posted June 27, 2017

Just like new puppies, bots need training before they can become our best friends.
Posted June 20, 2017

Lowering average handling time in the contact center could save millions of dollars per year.
Posted June 13, 2017

Building the right type of customer service will take an infusion of capital, and here is some advice on where to go for it.
Posted June 06, 2017

When it comes to a contact center as a service solution, companies should be wary of any tech provider or consultant that tries to sell an in-a-box solution that tries to be all things to all companies.
Posted May 30, 2017

In-app messaging is the latest step in the evolutionary cycle of customer service, but it is by far the best we have so far.
Posted May 23, 2017

Done right, knowledge management can be the secret to customer service success.
Posted May 16, 2017

Application cost, deployment flexibility, system capabilities, and user controls should be considered when determining which contact center environment is right for your business.
Posted May 09, 2017

Intelligent contact centers go beyond basic data to generate insight that can have significant business impacts.
Posted May 02, 2017

Congressional Federal Credit Union's use case shows companies can get outbound customer communications right.
Posted April 25, 2017

Voice authentication can improve interactions and increase security
Posted April 18, 2017

Three ways to enhance brand loyalty with context.
Posted April 11, 2017

The right balance between robots and humans can make all the difference in improving customer and company metrics.
Posted April 04, 2017

Artificial intelligence can better equip agents, supervisors, and field service technicians to provide better service.
Posted March 28, 2017

Building the business case for customer experience in 2017.
Posted March 21, 2017

Tips to help customer service reps keep their cool when callers are losing theirs.
Posted March 14, 2017

As chatbots' and their many uses continue to evolve and diversify, companies should look to incorporate smart, two-way communication capabilities into their solutions to better meet the needs of connected consumers.
Posted March 07, 2017

In contact centers, predictive and prescriptive analytics should be used together to anticipate customer needs and help agents toward resolution.
Posted February 28, 2017

There's a science behind human connection and the emotional aspects of customer interaction, but not all engagements are appropriate for humans versus machines.
Posted February 21, 2017

Having the right strategy in place can stop problems before they become a problem.
Posted February 14, 2017

Three things that could end a customer relationship.
Posted February 07, 2017

Facebook, Twitter, and Instagram have all added new customer service features to their platforms, and businesses need to know how to use them.
Posted January 31, 2017

The key to successful customer experience and employee engagement programs now lies in uniting voice of the customer and voice of the employee programs.
Posted January 24, 2017

How to make the build, buy, or outsource decision.
Posted January 17, 2017

Before employee engagement in a contact center can be successful, a strong cultural foundation must be laid, which requires a strategic approach to hiring, training, engagement, and evaluation by human resources and contact center leaders.
Posted January 10, 2017

How to supercharge your customer service team.
Posted January 03, 2017