These four steps can help companies create and grow their customer success processes.
Posted November 08, 2021
Customer service teams facing ever-increasing demand for faster and more personalized solutions can improve outcomes by incorporating remote virtual assistance software.
Posted November 01, 2021
These customer success techniques will help you understand your customers' wants and needs.
Posted October 26, 2021
Pair the best equipment with empowered agents to make the contact center the hub for customer service excellence.
Posted October 18, 2021
It would be nice if customers never needed support, but when they do, an integrated customer service center can go a long way.
Posted October 12, 2021
Artificial intelligence provides the tools to make customer service a more satisfying career.
Posted October 06, 2021
A comprehensive, single source of truth for all departments is key to providing good customer service.
Posted September 27, 2021
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