When a company can excel in all three phases of business communication customers feel supported and encouraged, and as a result build loyalty and high satisfaction with the company they …

The advancement of technology has not only contributed to the level of service customers expect but also a business’ capability to provide that service. With technology at their fingertips, customers expect everything immediately. The same is true when …

Automated processes and self-service capabilities streamline customer service, reduce average handling time per interaction, and enhance customer service. Not every interaction should be streamlined, however. HBR cites customer effort — “the work [customers] must do to get their problem solved” — as the …

Customer Contact Week provided incredible insight into the current state of a quickly changing industry. Customer satisfaction and CX are racing to the forefront of business priorities. Active, intelligent customers are looking for self-service options. Agents inundated with mundane, repetitive …

CX is quickly becoming a critical focus for enterprises. Great customer service empowers customers and stops them from switching to other vendors. The investment is necessary. Upgrading antiquated systems to new technology like Visual IVR enhances customer satisfaction and lowers contact center costs, but also …

The Visual IVR and RPA combination is quickly launching the logistics and storage industries into the modern era through automation and the power of smartphones. Unleashing the full potential of the pocket computers we all carry in our pockets starts with …