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 …

Today’s customers have grown to love digital self-service channels. The speed and simplicity of solving straightforward service issues on their own means over two-thirds of customers choose self-service before any other channel …

In the technology era, automation is becoming a mainstay when it comes to lowering costs. Switching to automation is beneficial to customer experience but it can be difficult to implement properly. Here are five tips for successful …

AI. RPA. ML. A sea of abbreviations and technology is flooding every industry with automation options, but how do CX professionals sift through it all to find success? When CX leaders understand the full spectrum of automation and focus on value and volume, the answer …

Customer service today should meet the flexibility of digital channels and provide successful resolutions to customers on their time, whenever and wherever they need it. CX today fails when …