Access the ICMI Agent Experience Toolkit
To boost customer satisfaction and loyalty, you need your agents to stay engaged and motivated. But how? Access the ICMI Agent Experience Toolkit and to help you assess your current agent experience and discover ways you can improve.
The State of Customer Service Automation 2019
Insights from 75 million issues & 71 million bot interactions reveal how automation trends are driving customer service forward. Download this report to learn about the impact of customer service bots on standard contact center KPIs.
Swrve Boosts User Engagement for Cinedigm
The entertainment studio improved mobile customer click rates, completion rates, and app sessions
Medical Alert Puts Five9 on Call
In urgent need of a new contact center system, the emergency monitoring device provider turned to the cloud solution for aid.
T-Mobile Listens to Its Customers
Surveying tool yields positive results for Austrian carrier.
Creative SEO Strategies Lead to Ringing Results
Distilled works with Impact Dialing to boost search rankings
Aetna Members Get Ann-swers
The insurer's virtual assistant engages more than 2 million chats, helping ferret out information on benefits, costs, and more
The Doctor Gets a Social Prescription
YouBeauty enlists Extole to launch a social media campaign
Bonobos Gets a Leg Up in Customer Engagement
A men's pants company receives more than it bargained for with Assistly
Sprint Goes From Customer Satisfaction Laggard to Leader
Merced Systems helps reverse performance in just two years
Call Center Software Opens A Window of Opportunity
Blinds.com improves bottom line and organizational efficiency with new phone systems
Brand Those Tweets
K9Cuisine.com generates a revenue increase simply by keeping its name in tweeted URLs
Rural Arizona Drives Home Service
Pinal County speeds responses and cuts costs by switching from a hosted to an on-premises contact center suite
IVR Is Good News for Scripps
Media company leverages Pronexus system to standardize subscription services for 14 newspapers
Software Company Takes Hard Look at Phone Automation
FundNET installs Ifbyphone to redefine call-in support for financial services clients
The Suite Life Cements Customer Service
CRM director Ven Bontha describes Cemex's transition to SAP CRM
Savings Follow BlueCross BlueShield to Tennessee
Nexidia's QuickStart helps health insurer reduce call times and volume and improve self-service on the Web
Unilever's unsightly knowledge base was costing the company money, customer satisfaction, and time—until it turned to Astute Solutions
In One Channel and Out the Other
Sonos shoots for perfect pitch with its social media and self-service support capabilities
With ClickFox, Sprint takes an analytical look at its crosschannel customer experience—and saves millions in the process.