Vendor Views

AI is having a positive impact on customers, agents, and field service technicians during the pandemic, and this is just the beginning.
Posted September 08, 2020

In times of growing uncertainty, complexity and change, an agile approach to customer service can help organizations create and maintain extraordinary employee and customer experiences
Posted August 31, 2020

Automated chatbots are taking pressure off agents to answer common requests.
Posted August 24, 2020

Here's how 800 numbers can support every customer, every time, anytime and anywhere.
Posted August 18, 2020

How digital transformation can supercharge customer service and profitability.
Posted August 10, 2020

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