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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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