by Johnny Rosa | Jul 1, 2021 | Blog
Visual IVR: The Self-Service Solution Helping to Resolve Contact Center Pains Every business has spent the past year reacting and adapting to the impact of COVID-19 on their operations and customer behavior. Contact centers and customer service has been a key focus...
by Johnny Rosa | Jun 18, 2021 | Blog
4 Mistakes to Avoid When Deploying Customer Service Automation Automation and self-service solutions are the latest trend in customer service technology. Customers love using well-built and seamlessly integrated self-service solutions, but not every technology...
by Johnny Rosa | Jun 11, 2021 | Blog
4 Tips for Customer Service Automation Success Automation and self-service can be a critical piece of modern customer service, but call center managers and business leaders should keep a few things in mind to make sure their new automation program sees real success....
by Bob Barrows | May 28, 2021 | Blog
Customers Are Calling But Who’s There To Answer? The world is starting to accelerate towards a true end to the COVID-19 pandemic, but the post-pandemic contact center market faces a big question: how to handle increased inbound call volumes when hiring more agents has...
by Johnny Rosa | May 13, 2021 | Blog
Reducing Friction is Critical to Customer Experience Success Reducing friction in the customer service journey plays a critical role in achieving the level of CX today’s consumers demand. According to Shep Hyken and Forbes, 96% of customers will stop doing business...
by Johnny Rosa | Apr 30, 2021 | Blog
Retailers are Adapting to the New Normal with Digital Self-Service Solutions The COVID-19 pandemic fundamentally changed consumer behavior in every sector. The new normal for retailers in 2021 and beyond has shifted to more convenient, digital experiences. Retailers...
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