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The People I Work For Visual IVR Zappix

The People I Work For

I don’t usually watch commercials. Between my wife, my son, and my dog there is always someone in the room more important to me than whatever ads are trying to sell me. The other night there was one ad I couldn’t turn away from, however. It spoke to the heart of the work I do. In the middle of the Boston Celtics playing the Milwaukee Bucks GE ran a commercial with a beautiful tagline: “Technology is how we do things. People are why we do things.” …
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no. robots will not replace humas zappix blog visual ivr

No. Robots Will Not Replace Humans.

Robotic Process Automation (RPA) is transforming CX and customer care. The ability to automate the repetitive, tedious tasks often occupying personnel in back offices and customer-facing contact centers can provide meaningful benefits: reducing the need for a cumbersome back office, freeing up contact center agents …
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Three Benefits to Contact Center Automation

Three Benefits to Contact Center Automation

Interacting with customer service is a generally aggravating, if sometimes unavoidable, experience. Customers rarely look forward to calling customer service. Handling upset callers faced with frustrating issues has always been a difficult proposition for enterprises. In January Aspect put numbers to our common sense …
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A New Dawn for Dynamic Customer Care

Customers with questions want them answered quickly and effectively. That simple truth doesn’t resonate well with recent HelpScout statistics showing customer service agents fail to provide adequate answers to customer questions 50% of the time. Clearly, there is a gap between customers and the answers they need. …
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What Omnichannel Means for Customer Care image

What Omnichannel Means for Customer Care

The dozens of channels customers use to contact companies have created the hottest buzzword in the CX world: omnichannel. Most professionals miss the mark trying to understand what it really means, however. Omnichannel isn’t about channels, it’s about customers. Here's what that means Omnichannel isn’t about channels, it’s about customers. …
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3 Reasons Retail Needs Visual IVR image

3 Reasons Retail Needs Visual IVR

When customers call traditional IVR, they are met with a convoluted system of menus that continually frustrates users until they are finally transferred to a live agent. Enterprises have tried to bridge the gap with apps, but customers don’t want unnecessary downloads they may never use. Retailers have been searching for a better solution. Now they have one. …
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4 Major Market Shifts That Affect Your Customer Preferences

4 Major Market Shifts That Affect Your Customer Preferences

One of the hottest buzzwords in customer experience right now is “digital.” There’s a good reason. Technology has blended into almost every aspect of our lives, and the digital revolution has completely transformed the way consumers interact with businesses and purchase products and services. With so much change …
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Is Your Business Struggling Under The Weight of Legacy?

Is Your Business Struggling Under The Weight of Legacy?

Corporations today feel how customer expectations are shifting. The rise of social media and other technological innovations are changing how everyone operates in our new digital world. Many businesses haven’t been able to keep up. Corporations struggle to adapt and change because of four distinct challenges …
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