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4 Tips for Customer Service Automation Success

4 Tips for Customer Service Automation Success

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 …

Customers Are Calling But Who’s There To Answer?

Customers Are Calling But Who’s There To Answer?

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 is Critical to Customer Experience Success

Reducing Friction is Critical to Customer Experience Success

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 …

10 Tips To Improve Your Digital Self-Service Offering

10 Tips To Improve Your Digital Self-Service Offering

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 …

Businesses Have Found the Best First Step on the Path to AI

Businesses Have Found the Best First Step on the Path to AI

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 …

No. Robots Will Not Replace Humans (part 2)

No. Robots Will Not Replace Humans (part 2)

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 …