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
Here's how customer experience teams can determine the best CX metric(s) that best explains the customer behaviors they are trying to motivate and the business outcomes they want to drive.
Posted January 28, 2020
There are many aspects to tapping into voice data's capability. Here are a few ways to unlock the value.
Posted January 20, 2020
AI-based knowledge management solutions can quickly and accurately respond to critical questions.
Posted January 13, 2020
Eight steps to help calls get through to consumers who are leery of businesses' outbound activities.
Posted January 06, 2020
Here's a peak at what's in store for artificial intelligence in customer service in 2020.
Posted December 16, 2019
Successful customer feedback programs programs should include solicited and unsolicited comments across channels.
Posted December 10, 2019
Traditional business models are evaporating, and businesses must adapt or be left behind.
Posted December 02, 2019
Getting customer service right requires the right mix of real-time speech analytics, dynamic content management, and live agents.
Posted November 25, 2019
Leading companies are applying artificial intelligence to voice conversations, not just to text-based interactions.
Posted November 18, 2019
Keeping customers happy is the key, and the only way to do that is by empathizing with them and responding how you would want to be treated.
Posted November 11, 2019
Asynchronous messaging apps will help your business retain customers and preserve your agents' sanity.
Posted November 05, 2019
Online communities can be the key to richer customer success, but they need to be active. Here are a few ideas to help make that a reality.
Posted October 29, 2019
While social media success is often defined in marketing terms, benchmarking your social channels can reveal how the platforms are impacting the customer experience beyond just engagement and reach.
Posted October 21, 2019
Empowering agents to go off-script can lead to happier customers and employees.
Posted October 14, 2019
Companies need to look at what's important to their customers to improve their customer experiences.
Posted October 07, 2019
Insights from 75 million issues & 71 million bot interactions reveal how automation trends are driving customer service forward. Download this report to learn about the impact of customer service bots on standard contact center KPIs.
Posted October 01, 2019
Agents need to be better trained in the wake of more specialized questions and problems that will come as customers turn more often to self-help.
Posted October 01, 2019
As customer service channels blend, agents need to be trained on multiple channels and information needs to be carried from one channel to the next.
Posted September 23, 2019
Dialers can increase agent productivity by reducing idle time.
Posted September 16, 2019
The latest VoC solutions offer a new value framework that increases the amount of insight they can provide.
Posted September 09, 2019
As customers move across channels, most contact centers aren't equipped to bring the context with them.
Posted September 04, 2019
Hire from a team, not an individual perspective,
Posted August 27, 2019
Start-ups don't necessarily think first about customer support, but they can't afford to ignore it.
Posted August 19, 2019