The global Coronavirus pandemic has fundamentally changed our lives. Quarantines and closures have changed how we all do business. The path forward is difficult, but modern technology is helping retailers find success …

Affordable, easy to implement self-service means customer service departments of all sizes and industries are implementing automation this year, but live agents will only become more valuable …

The global Coronavirus pandemic has fundamentally changed all of our lives. Quarantines and closures have changed how we all do business. The path forward is difficult, but according to CX experts, modern technology is the best tool for companies to find success …

Today’s contact centers can solve the problem of extended hold times and empower their agents for faster call times and higher first call resolution. Thanks to modern automation and cloud-based SaaS tools waiting on hold can be …

Self-service technology is exactly what energy providers need when faced with increasing call volumes and diminished manpower. Millions of people still prefer calling into providers in a crisis, but modern technology means call center managers can deliver faster, more …

Most customer service call center experience spikes in call volume. For contact centers handling calls during crises, these spikes can be massive. With citizens around the world looking for reliable information on COVID-19 …

As we all get used to fast, digital solutions in our consumer interactions, our modern culture will begin to expect the same level of automation and digitization from our healthcare When today’s healthcare providers deliver state-of-the-art engagement patients develop better …

Research shows voice channels are the most preferred customer service channel. Customers are quite literally calling for contact center managers to add self-service to their CX. Current voice-channel IVR isn't satisfying customer self-service needs, but there is a modern alternative …

As businesses think about the right kind of automation to deploy in 2020, they must find the perfect balance to enhance both CX and EX while managing a budget. For most businesses that means looking to RPA technology …