Vendor Views

When you can interface with a vacuum cleaner more easily than you can with a major financial institution, something is clearly wrong with digital customer service.
Posted April 02, 2018

Chatbots, combined with robotic process automation, can support more complex customer requests more quickly.
Posted March 26, 2018

To improve customer service interactions, apply the Peak-End Rule.
Posted March 21, 2018

Advice for meeting the expectations of an on-demand economy.
Posted March 19, 2018

It's time contact centers got omnichannel and used analytics to keep track of all the ways customers can communicate with them.
Posted March 14, 2018

Incentives work when they balance metrics, human behavior, and desired outcomes.
Posted March 12, 2018

Virtual assistants should be knowledgeable as well as polite and conversational.
Posted March 08, 2018

Agent training should involve real-world customer support scenarios.
Posted March 05, 2018

Word clouds are great starting points when analyzing contact center interactions, but now we need to dig deeper.
Posted March 01, 2018

Being able to proactively surface only the information the customer really wants at a particular moment without the customer even having to ask is the next frontier of customer service.
Posted February 27, 2018

To keep business booming, you'll need to effectively get the right information and service to customers.
Posted February 22, 2018

Aligning employees experience critical to supercharging your CX Efforts
Posted February 20, 2018

Hint: Because Apple CEO Tim Cook says so.
Posted February 15, 2018

Tips for taking a fresh approach to customer support in the new year.
Posted February 13, 2018

Connected and proactive customer service programs mean fewer escalations and simpler customer journeys.
Posted February 08, 2018

Customers using low-cost self-service channels are often happier than those who pick up the phone.
Posted February 06, 2018

Authentication doesn't have to be as complicated as companies have made it out to be in the past.
Posted February 01, 2018

Bots can't do customer service alone, at least not yet.
Posted January 29, 2018

Tips and tricks community managers should avoid when building and cultivating online communities.
Posted January 25, 2018

Customer service will need to adopt an omnichannel, agent-first, AI, and IoT focus to succeed in 2018.
Posted January 23, 2018

Epicor is benefitting from a new customer service focus developed in house.
Posted January 18, 2018

With the right CRM system tied-in, agents can better serve customers and provide better information.
Posted January 16, 2018

Prioritize speed and quality with smart automation for lasting customer relationships.
Posted January 12, 2018

By adopting new tools like cloud-based callback, companies can focus on the fundamental of attracting and retaining customers.
Posted January 09, 2018

Social metrics need to revolve around strategies, people, processes, and technologies.
Posted January 04, 2018

Invest in the right research, training, and technology to help agents inform consumers.
Posted January 02, 2018

Artificial intelligence technologies are all the rage, but what does the future look like for chatbots in customer support?
Posted December 21, 2017

Tips for enhancing the customer experience with the data already at your fingertips
Posted December 19, 2017

As omnichannel becomes a more prominent consumer expectation in customer service, contact centers should consider incorporating omnichannel strategies into their business models.
Posted December 14, 2017

Customer service is as much about branding as it is about servicing customer needs.
Posted December 12, 2017

Customer service experts share their ideas to help you ensure an excellent customer experience.
Posted December 07, 2017

All companies today need to develop and nurture an internal culture dedicated to protecting sensitive customer data.
Posted December 05, 2017

Customer service departments are a secret weapon, a strategic asset. Embracing this notion is the difference between failure and success.
Posted November 30, 2017

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