News

What Will Your Customer Experience?

What Will Your Customer Experience?

In your own enterprise, are you looking at your policies, even the most seemingly unrelated, through your customers’ eyes? Simple things that make sense to you may become problems for them. Remember, you could save a lot by keeping one customer happy instead of attracting two more …
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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 App Mobilizes Help for Boston Victims

The Zappix app doesn’t collect anything, but merely enables mobile device users to easily connect with their charity of choice. The service also helps ensure that only credible organizations are contacted and that all donation dollars are applied as intended.

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News

Giving Workers The Power To Automate

Giving Workers The Power To Automate

Just like Excel or PowerPoint, robotic process automation software will improve the way employees do their daily work, according to National Science Foundation officials who have started to implement the technology. NSF conducted a pilot last year and is currently working toward spreading …
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Three Benefits to Contact Center Automation

Three Benefits to Contact Center Automation

Interacting with customer service is a generally aggravating, if sometimes unavoidable, experience. Customers rarely look forward to calling customer service. Handling upset callers faced with frustrating issues has always been a difficult proposition for enterprises. In January Aspect put numbers to our common sense …
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