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Humans and Robots Should Work in Harmony

Humans and Robots Should Work in Harmony

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 …
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Key Insights From Customer Contact Week 2018

Key Insights From Customer Contact Week 2018

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 …
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5 Statistics To Know About The Future Of Customer Service

Five Statistics To Know About The Future Of Customer Service

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 …
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How Logistics Benefits From The Smartphone Revolution

How Logistics Benefits From The Smartphone Revolution

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 …
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Enterprise Analytics Isn't Just About Big Data

Enterprise Analytics Isn’t Just About Big Data

Big data can make a big impact on enterprises, but only if companies can understand what the data means and act on that understanding. Understanding big data happens in three ways: reporting, analytics, and actionable analytics. Each data discipline builds on each other, adding insight and value in every phase …
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featured Comprehending the Touchpoint Explosion and Its Impact on CX

Comprehending the Touchpoint Explosion and Its Impact on CX

Consumers are constantly bombarded by media and frequently connect with enterprises through a plethora of touchpoints. Do you know all your customer touchpoints? NewVoiceMedia estimates businesses lose $75 Billion every year due to poor customer service. Creating consistently satisfying touchpoint interactions enhances customer experience and develops your brand. …
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Change Your Customer Service Grade from D-ecent to A-mazing

Change Your Customer Service Grade from D-ecent to A-mazing

Customer service is a critical area of improvement for enterprises. According to the 2017 State of Global Customer Service Report, 96% of customers say customer service is important in their choice of or loyalty to a brand. At the same time, 65% of customers have a more favorable view of brands that offer a …
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The Most Important Customer Service Technology

The Most Important Customer Service Technology

According to comScore’s 2017 Cross Platform Future in Focus report, the average American over 18-years-old spends 2 hours, 51 minutes on their smartphone every day. That number has been steadily rising year after year. We are all becoming increasingly dependent on our pocket supercomputers …
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To App or Not to App: That Is The Question

To App or Not to App: That Is The Question

Corporations lacking the resources for a full native app can still offer their customers the integrated, efficient, and enjoyable experiences the platform provides through channels consumers will actually use. There is a way to drastically cut the cost of app-like experiences and it’s going to transform …
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Is Your Business Ready For The New Era Of CX?

Is Your Business Ready For The New Era Of CX?

Modern customers have more expectations than ever. The customer service bar rises a bit higher every day. Between our constantly connected technology and instant-gratification society, today’s customers have come to expect three elements of great service. Unfortunately for corporations …
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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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