Customer Survey Lessons
I have been called a glutton for punishment because I call a contact center every day of my career. No way. The lessons I’ve learned calling other contact centers have proven invaluable. I wouldn’t have had the career I’ve had without the years of “competitive...
Reinforcing personalization: putting automation and AI to work
Leveraging the right blend of human touch and automation can help deliver effective, personalized customer experiences. While IBM predicts that 85% of all customer interactions won’t involve a live agent by 2020, the real value of automation and artificial...
The benefits and risks of channel pivoting
Knowing where to best communicate with your customers is essential in running a successful business. But keeping up can be difficult given customers tend to move across devices and channels such as phone, email, chat, mobile apps, SMS, IVR, social media, video chat...
Bridging the Omnichannel Gap for Customer Communications
Communication is evolving. It is no longer enough to interact with customers through voice and email. Today’s customers are turning to alternate channels for queries and purchases. Millennials are now the largest working demographic. This massive pool of wage-earning,...