3 Ways Conversational AI Can Make Contact Centers More Nimble
With the pandemic causing a huge surge in call volume, contact centers are under stress like never before. Virtual agents can not only ease the burden but lead to greatly enhanced service quality.
8 Business Ideas to Engage Customers Right Now
To remain strong and prepare for the other side of this crisis, what can a business do today? We offer these eight ideas, even a couple that dip a toe into promotions, to help cut through customers' in-box clutter and help your brand stay relevant.
An Introduction to Sentiment Analysis, the Next Great Customer Experience Tool
This technology can help classify customers' moods based on their reaction, reviews, or other input, enabling you to make the adjustments that will keep your customers happy and coming back.
4 Ways Mobile Technology Is Enhancing the Travel Experience
The desire for friction-free travel experiences is leading to innovative options for flyers, allowing them to manage their experiences almost entirely from their mobile devices.
Customer Data 101 for Travel Organizations
Understanding customer data is a travel company's most powerful tool, but too many are not using available data to their maximum advantage.
What You Need to Know to Win Back Lapsed Customers
They are your lowest-hanging fruit and the segment of guests most likely to help drive incremental revenue. But how do you identify when a customer has actually lapsed?
To Get the Most Out of Your Loyalty Program, Target Low-Frequency Customers
Your frequent guests will always join. But to really see your loyalty program pay dividends, make it irresistible to the guests who visit the least.
Play by the Rules with Customer Experience Management
Timing and relevancy are key to sales conversions.
Making the Most of Social Media Data
Tap into this one-stop business intelligence source for your smartest budget ever.
Use Social CRM to Boost Inbound Marketing
Use your social CRM program to its full potential or get left behind.
Your Users Are Hungry for Big Language
Give your content global relevancy with machine translation.
Ever Talk to a Robot?
Virtual agents are the newest channel for customer service.
Digital Marketing Means Multiple Channels
Universal profile management directs all relevant communications through the channels that customers prefer.
Calling for Customer Experience Insight
Social media may be hot, but don't leave contact centers out in the cold.
The Warm-and-Fuzzy Score
Surveys and quality assurance are important, but how do your customers feel about their experience?
Why Do You Ask?
Be prepared to act on customer feedback.
The Cornerstone of CRM Deployment
Usability can be the lynchpin between failure and success.
The Overstuffed Inbox
A decline in email responsiveness creates enormous opportunity.
The Art of the ‘Human’ Business
How social marketing can spotlight your organization's inner person.
Give 'Em Something to Talk About
Ten ways to make sure employees are spreading the right message through social media.