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Three Ways AI is Shaping Modern Customer Service

Three Ways AI is Shaping Modern Customer Service

Automation and AI have been making headlines for years as the future of business, but the time for Artificial Intelligence has officially arrived. Businesses in every sector are implementing AI solutions, and that push for the technology has only grown since the COVID pandemic. A PwC survey …

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 …