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
A surprising number of businesses are still not integrating their customer software systems, and that's bad for business.
Posted August 15, 2017
Survey design has everything to do with whether customers will provide their feedback.
Posted August 08, 2017
Customers like to keep interactions personal, and video lets companies do just that.
Posted August 01, 2017
How companies can leverage a hybrid agent-assisted/self-service approach for better customer experiences.
Posted July 25, 2017
Fully understanding customer interactions through customer journey analytics can keep consumers coming back.
Posted July 18, 2017
Customer complaints and business success are not necessarily mutually exclusive.
Posted July 11, 2017
Contact centers need to adjust their approach to technology, customer engagement, and employee motivation.
Posted July 05, 2017
Tips for shifting your company from crisis management to customer-service management.
Posted June 27, 2017
Just like new puppies, bots need training before they can become our best friends.
Posted June 20, 2017