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
Make sure you--and your customers--know what your service desk provides.
Posted September 22, 2020
Contact center customers might not see behind the curtain, but managing your workforce is still critical to customer success.
Posted September 15, 2020
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