Guidance is the key to Uber's and Lyft's successes, and it can work for contact centers too.
Posted December 10, 2018
A smart, multilayered approach to fraud prevention and identity verification is key.
Posted December 03, 2018
Contact center operations have evolved tremendously over the past decade. Does a move to the cloud make sense for your business?
Posted November 27, 2018
The quality of your company's customer service depends on your agents. Hire and develop the best customer service team members with these four steps.
Posted November 20, 2018
If chatbots are to become trusted assistants on the front lines of customer service, some of them will need to go back to school.
Posted November 15, 2018
There's a lot of insight that can be pulled from customer communications, and bots can help make sense of it all.
Posted November 12, 2018
To get what we want, we must ask thoughtful questions that interrogate the data further.
Posted November 08, 2018
Emotional intelligence lets live operators show customers they care.
Posted November 06, 2018
Be creative when trying to find the best available customer service agents.
Posted October 29, 2018
Addressing Minimum Wage in Customer Service
Posted October 25, 2018
To resolve service tickets more quickly, focus on where your help desk most needs help.
Posted October 22, 2018
The gig economy is coming to contact centers, and the business benefits could be significant.
Posted October 18, 2018
New research reveals how generations feel about important customer service issues facing businesses today, and what you can do to manage their expectations.
Posted October 15, 2018
Revamping customer service with a customer focus is the key to continued business.
Posted October 09, 2018
How to improve your scripts and connect with callers.
Posted October 02, 2018
Today's bots are better equipped to handle customer queries directly or pass the right information on to agents.
Posted September 25, 2018
Knowing which questions to ask and identifying your objectives makes it easier to get the results you want.
Posted September 18, 2018
The customer communications management space is transforming (and growing) thanks to emerging tech and changing customer preferences.
Posted September 10, 2018
Offering multiple channels is important, but you need to adopt a complete omnichannel strategy to make them work.
Posted September 04, 2018
In today's subscription economy, companies with proactive support will win out.
Posted August 27, 2018
Net Promoter Score is one of the more common ways to track customer experience performance. It's simple and easy to understand — but it's also fatally flawed because it presents an incomplete picture.
Posted August 21, 2018
Localized routing of customer service queries can create more personalized and meaningful customer experiences.
Posted August 13, 2018
Action leadership is the missing middle between just thinking about customer experience and leading on performance.
Posted August 06, 2018
Driven by data and insights from customer service professionals, here are some simple steps to creating a customer-based business.
Posted July 31, 2018
Companies can't afford to limit customers any more in this age of digital empowerment.
Posted July 24, 2018
The best virtual assistants solve problems without getting in the way.
Posted July 17, 2018
Digital transformation is the best way to truly enhance customer engagement while safeguarding the bottom line.
Posted July 09, 2018
Artificial intelligence today can do much more than save contact centers money.
Posted July 05, 2018
Strategic leadership can help company employees see the value, not the threat, of technology.
Posted June 25, 2018
Emotional connections between companies and customers begin in the contact center, and you can foster the positive relationships that equal customer satisfaction, loyalty, and profit.
Posted June 18, 2018
B2B and B2C support teams have different customers and different software needs.
Posted June 11, 2018
By doing so, you'll act as more of a gatekeeper than a writer, editor, and publisher.
Posted June 05, 2018
Best practices for using conversational messaging in customer service.
Posted May 29, 2018
Customers make emotional connections with brands, and companies need to address those sentiments to build loyalty.
Posted May 22, 2018
Businesses can better support customers through faster resolution times.
Posted May 14, 2018
Communications Platform as a Service will give companies and consumers better ways to interact right within apps.
Posted May 07, 2018
After years of periodically ramping up and then stalling, the RCS project has received a new jolt of confidence thanks to Google's recent doubling-down on the technology.
Posted April 30, 2018
Companies need to learn from Facebook and look beyond the chatbot.
Posted April 23, 2018
Tips of the trade to help companies improve their interactions with customers.
Posted April 16, 2018
Chatbots can't quite mirror pure human interactions, but the time will come.
Posted April 10, 2018
Omnichannel contact center platforms are the key to keeping Millennial contact center agents happy and engaged.
Posted April 04, 2018
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