News

Automation Frees CSRs for Customer Care

Automation Frees CSRs for Customer Care

There are multiple points throughout the supply chain where a company reaches a customer – for example, taking an order, sending out an invoice, confirming an order, receiving payment or settling a dispute – and each point represents an opportunity to create a positive, easy and impactful experience for the customer. …
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What Does Real Omnichannel Service Look Like?

What Does Real Omnichannel Service Look Like?

Omnichannel emerged as a term for B2C retailers, describing the ability for customers to have a consistent experience over traditional channels and new, information-rich digital channels. In the world of CX, it has come to mean that customers can move from channel of engagement to channel of engagement while always …
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Best Practices for Enhancing IVR

Best Practices for Enhancing IVR

Many firms are trying to determine the best ways to effectively implement self-service applications. Several have added Web-based tools and mobile apps to their customer- interaction portfolio. However, the IVR remains an important channel, and its effectiveness still has a significant impact on the customer experience …
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How Customer-Centric Design Is Improving The Insurance Industry

How Customer-Centric Design Is Improving The Insurance Industry

I have noticed a trend at the many conferences I’ve attended around the world: The insurance industry is changing for the better. Technology companies leading the movement include industry newcomers like Lemonade, Metromile and Ladder. Some call these companies disruptors, others call them innovators. So, what makes …
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8 Tips for Raising Your Customer Service Standards

In today’s dynamic, competitive markets, a great product isn’t always sufficient to retain your existing customers and attract new ones. You’ll always face an uphill battle if you allow your customer service standards to slip. With more product choices and services available than ever before, it’s easy for a customer …
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How to Start Your Digital Transformation

How to Start Your Digital Transformation

Digital transformation relates to the change associated with the application of technology, but it isn’t just about adopting new technologies. Digital transformation is also about how these new technologies affect the way we work, who we work with, and how we create value. You probably already have some form of …
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Zappix Visual IVR

Meet Avner Schneur of Zappix in Burlington

Zappix started as a Visual IVR app for all businesses. The idea was (and still is) simple: lots of companies have IVR (Interactive Voice Response) which means when you call them, usually on an 800 number, you are prompted with a voice menu… …
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News

Automation Frees CSRs for Customer Care

Automation Frees CSRs for Customer Care

There are multiple points throughout the supply chain where a company reaches a customer – for example, taking an order, sending out an invoice, confirming an order, receiving payment or settling a dispute – and each point represents an opportunity to create a positive, easy and impactful experience for the customer. …
Read More ➜
What Does Real Omnichannel Service Look Like?

What Does Real Omnichannel Service Look Like?

Omnichannel emerged as a term for B2C retailers, describing the ability for customers to have a consistent experience over traditional channels and new, information-rich digital channels. In the world of CX, it has come to mean that customers can move from channel of engagement to channel of engagement while always …
Read More ➜
Zappix Visual IVR

Meet Avner Schneur of Zappix in Burlington

Zappix started as a Visual IVR app for all businesses. The idea was (and still is) simple: lots of companies have IVR (Interactive Voice Response) which means when you call them, usually on an 800 number, you are prompted with a voice menu… …
Read More ➜