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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 …

With the proliferation of digital services over the past five years — highly accelerated by the COVID-19 pandemic — customers are demanding more and more digital solutions, and expect better automation and self-service than ever before. To avoid customer enragement and unlock customer engagement …

Artificial Intelligence (AI) and Machine Learning deserve the headlines the technologies have earned, but for most businesses the need for that level of automation is still a few years away. Robotic Process Automation (RPA) strikes a balance between the speed and …

At the core of many digital transformations today is modern automation, but as we predicted in our blog from 2018, successful automation doesn’t mean replacing contact center agents. Successful automation involves humans and robots working together. Experts like Kate Leggett have seen …