Vendor Views

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

Just because messages are automated doesn't mean they can't be personalized.
Posted August 10, 2021

Customers are more likely to do business with companies that they trust to keep their data secure.
Posted August 02, 2021

From fair policies to seamless user experience and thoughtful after-sales service, making customer service part of your marketing strategy is a win-win for you and your customers.
Posted July 26, 2021

Consumers today are comfortable using digital channels to solve customer service issues, lbut phone lines will persist as a standard method for reaching businesses, especially for resolving customer service problems.
Posted July 21, 2021

With customers wanting faster, hyper-personalized interactions and contact centers racing to meet those demands at scale and with fewer resources, AI's moment is finally here.
Posted July 14, 2021

Employee experience should be improved to drive productivity and customer satisfaction.
Posted June 29, 2021

As communications continue on digital channels, the right tools will make all the difference.
Posted June 21, 2021

Customers will leave companies that don't let them communicate how they want.
Posted June 14, 2021

Text analytics turns structured and unstructured feedback into actionable insights with real business benefits.
Posted June 08, 2021

Companies with strong leadership and well-developed plans rose to the top in the work-from-home pandemic days.
Posted June 01, 2021

Advances in speech technology are ensuring that voice continues to have a role in customer interactions. (Featured on SpeechTechMag.com.)
Posted May 25, 2021

Live chat can help businesses achieve a level of humanization and personalization that customers will appreciate.
Posted May 17, 2021

Social media management vendors market themselves as end-to-end CX solutions, but real customer engagement requires in-depth interaction these platforms simply can't accommodate at scale.
Posted May 11, 2021

Virtual and live agents in tandem can handle more tasks more efficiently, across more channels, and at more times.
Posted May 04, 2021

Conversational artificial intelligence enables companies to meet expectations without compromising on customer service.
Posted April 26, 2021

Ensure that your customer experience player support team is not siloed from the gaming studio it serves, but a seamless extension of it, becoming the ideal live digital customer experience partner.
Posted April 19, 2021

Call centers are struggling to accommodate the digital shift while providing excellent service. Omnichannel communication is what they need to succeed.
Posted April 12, 2021

The five technologies companies should be using to improve support interactions for both customers and agents.
Posted April 05, 2021

Chatbots might be the answer to deliver on conversational AI's promise of automating customer interactions and increased expectations.
Posted March 29, 2021

To stay ahead in this challenging market, contact centers are turning to speech analytics technology to analyze customer interactions and ensure compliance at every step of the customer journey. (Featured on DestinationCRM.com.)
Posted March 23, 2021

Companies were forced to the cloud by the COVID-19 pandemic, but will cloud migrations continue when things get back to normal?
Posted March 16, 2021

How to implement automated speech recognition technology quickly and effectively in your contact center. (Featured on SpeechTechMag.com.)
Posted March 09, 2021

Companies need to rethink operations amid the ongoing work-from home frenzy.
Posted March 01, 2021

Businesses today must accelerate their digital transformations if they plan to survive.
Posted February 23, 2021

Companies should invest in cloud technologies and more agent training to deal with the remote work model that will continue after the pandemic.
Posted February 16, 2021

Voice technology is one of the pillars that will advance insurance companies amid the pandemic and beyond.
Posted February 08, 2021

People will remain at the heart of customer service interactions because chatbots just don't have the heart.
Posted January 25, 2021

Customer-centric companies go above and beyond to deliver positive customer experiences, but putting employees first is as important as putting customers first.
Posted January 18, 2021

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
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