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Automation and AI have been making headlines for years as the future of business, but the time for Artificial Intelligence has officially arrived. Businesses in every sector are implementing AI solutions, and that push for the technology has only grown since the COVID pandemic. A PwC survey …

A new format is now emerging, creating a close fit with business requirements while staying cost effective and easy to launch quickly — low code/no code (i.e. “LC/NC”) systems. Low code/no code systems are built with flexibility in mind to easily adjust to the specific needs of …

The pandemic changed how we all operate our daily lives. In 2021 and beyond, digital technology is creating new opportunities, customers are becoming more engaged, and utility leaders are trying new and innovative ideas. Digital self-service tools like RPA, Visual IVR, and …

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 for many, but one solution has delivered increasing ROI after the pandemic …

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 implementation is built the same. For customer service leaders …

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. In a post COVID-19 world, it’s understandable why every business …

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 been made difficult after COVID-19? At the beginning of the pandemic, call centers around the world …

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 with a company because of bad customer service. Reducing friction and delivering excellent customer service …

Retailers are adapting their sales shopping experiences to meet the new digital demand, but business leaders must remember to apply the same digital standard to the post-sale customer experience as well. The pandemic created a priority on digital-first and …