News

How Poor Customer Service Impacts The Retail Customer Experience

How Poor Customer Service Impacts The Retail Customer Experience

The way people connect, discover, communicate, and transact has changed dramatically. We see this with contact centers every day. Customers expect to connect in the way they prefer, whether through mobile, social media, or other channels available in the micro-moments that make up their day. Consumers …
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Robotic Roll-Outs Reap Results

Robotic Roll-Outs Reap Results

Ninety-five percent of organizations that have implemented robotic process automation (RPA) say that it has improved productivity, according to Deloitte’s fourth Global Robotics Survey. The study also found that 93% of those who have implemented RPA believe it has improved compliance, 81% say …
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Service and Success Drive Experience

Service and Success Drive Experience

Customer service. Customer success. Customer experience. What do they all mean and why do they matter? How do they work in concert and benefit each other? And is there a better approach to getting them all working together to improve the business? Let’s unravel this. We’re all familiar with …
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The Many Hands Of A Robot

The Many Hands Of A Robot

RPA is about redistributing these mundane tasks to robots. Let’s focus our human experience on doing the difficult cognitive work and reduce the time we spend on rote tasks. In the world of AI, if machine learning is the robot’s brain, RPA represents the hands of the robot. Examining data, moving it around, and enforcing controls …
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Zappix Launches Outbound Engagement

Zappix Launches Outbound Engagement

Zappix has added Outbound Engagement tools to its digital self-service platform. The new offering allows Zappix users to automatically send scheduled, personalized messages to individual customers or to lists of consumers via campaign features. The Zappix Outbound Engagement platform allows businesses to contact customers about appointments, status …
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Zappix Launches Outbound Engagement

Zappix Partners with Synergy Organisational Solutions

Zappix has partnered with Synergy Organisational Solutions to grow awareness around visual IVR technology. Through this partnership, Synergy, a provider of digital customer care, and Zappix hope to enhance the offerings available to the 6,225 contact centers in the United Kingdom. “These partnerships open …
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The Most Important Customer Service Technology

The Most Important Customer Service Technology

The smartphone explosion has connected consumers to more people and companies than we could have ever dreamed. Chatting with a friend or family member halfway around the globe is as easy as sending a message with WeChat today. We use our smartphones to communicate with any person in our lives we may need to …
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Self-Service Capabilities and Jeff Bezos’ Customer Obsession

Self-Service Capabilities and Jeff Bezos’ Customer Obsession

Four and a half minutes. To most people that doesn’t seem like a very long wait. Put yourself in the position of a frustrated customer for a moment. Imagine paying for a product or service, but then one day you hit an unknown snag. You can’t figure out what’s wrong so you call a 1-800 number listed online …
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News

How Poor Customer Service Impacts The Retail Customer Experience

How Poor Customer Service Impacts The Retail Customer Experience

The way people connect, discover, communicate, and transact has changed dramatically. We see this with contact centers every day. Customers expect to connect in the way they prefer, whether through mobile, social media, or other channels available in the micro-moments that make up their day. Consumers …
Read More ➜
Robotic Roll-Outs Reap Results

Robotic Roll-Outs Reap Results

Ninety-five percent of organizations that have implemented robotic process automation (RPA) say that it has improved productivity, according to Deloitte’s fourth Global Robotics Survey. The study also found that 93% of those who have implemented RPA believe it has improved compliance, 81% say …
Read More ➜

Zappix Launches Outbound Engagement

Zappix Launches Outbound Engagement

Zappix has added Outbound Engagement tools to its digital self-service platform. The new offering allows Zappix users to automatically send scheduled, personalized messages to individual customers or to lists of consumers via campaign features. The Zappix Outbound Engagement platform allows businesses to contact customers about appointments, status …
Read More ➜