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10 Tips To Improve Your Digital Self-Service Offering

10 Tips To Improve Your Digital Self-Service Offering

With the proliferation of digital services over the past five years — highly accelerated by the COVID-19 pandemic — customers are demanding more and more digital solutions, and expect better automation and self-service than ever before. To avoid customer enragement and unlock customer engagement …

Businesses Have Found the Best First Step on the Path to AI

Businesses Have Found the Best First Step on the Path to AI

Artificial Intelligence (AI) and Machine Learning deserve the headlines the technologies have earned, but for most businesses the need for that level of automation is still a few years away. Robotic Process Automation (RPA) strikes a balance between the speed and …

No. Robots Will Not Replace Humans (part 2)

No. Robots Will Not Replace Humans (part 2)

At the core of many digital transformations today is modern automation, but as we predicted in our blog from 2018, successful automation doesn’t mean replacing contact center agents. Successful automation involves humans and robots working together. Experts like Kate Leggett have seen …

Five Critical KPIs When Considering Self-Service

Five Critical KPIs When Considering Self-Service

Self-service has firmly planted itself at the core of contact center digital transformation projects. Streamlining repetitive or cumbersome activities improves the customer experience, and impacts the employee experience. Across customer experience …

Four Keys to Customer Service Success in 2021

Four Keys to Customer Service Success in 2021

After the upheaval of 2020, customer service leaders entering 2021 must focus on four critical functions to guarantee customer satisfaction this year. Each aspect plays an important role in the overall customer service experience: speed, simplicity, mobility, and …