Modern customer experience means implementing self-service capabilities and leveraging digital channels to deliver the interactions today’s consumers expect and demand. For any self-service project to be truly successful, leaders must focus on four key factors …

Proactive daily symptom assessments and other messaging pushed to employees and customers via text or email help keep everyone safe during COVID-19 as businesses start to reopen under strict regulations …

COVID-19 changed so much about how companies are doing business and how consumers are interacting with businesses. One thing didn’t change — customers’ desire for easy-to-use self-service solutions. COVID-19 has actually forced the self-service industry into rapid growth. Since the outbreak, we’ve seen …

The pandemic has drastically increased inbound call volumes, reduced manpower and call center resources, and broken the equilibrium carefully fine tuned and balanced by contact center managers. Digital solutions and modern automation …

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 …