With a wave of increased inbound call volumes and a squeeze on contact center capacity from the COVID-19 pandemic, intelligent virtual assistants have quickly become a critical aspect of call centers’ response to the outbreak …

Corporations struggle to adapt and change because of four distinct challenges: a web of old tech, slow-moving projects, different levels of digitization/automation, & data overload. If businesses want to survive the pressures of COVID-19 …

Customer service automation isn’t coming for our jobs — as more businesses implement self-service capabilities, customer service representatives stand as well as consumers to benefit. Self-service helps make agent interactions …

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 …