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Retailers are adapting their sales shopping experiences to meet the new digital demand, but business leaders must remember to apply the same digital standard to the post-sale customer experience as well. The pandemic created a priority on digital-first and …

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 …

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 …

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 …

Visual IVR has proven itself as a modern solution helping improve customer experience and accelerate digital transformation at every level of the customer journey. By leaning into the advantages of Visual IVR solutions like its speed to deployment and …

One of the biggest hurdles medical staff in all departments face is patient preparedness and education, but a simple shift made possible by modern automation is dramatically improving the status quo, and having added benefits for healthcare providers …

New business models let BPOs charge for automation and maintain margins while letting live agents focus on complex, empathy-driven calls where their expertise is most beneficial and letting self-service handle the mundane calls that …

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 …

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 …