The popular marketing technology is aiding in routing, fraud detection, and issue resolution
Phillip Britt //
29 May 2020
When customers provide data directly to companies, consent takes on a new meaning for marketers
Phillip Britt //
29 May 2020
Businesses ask happy customers to share their feelings on social media
Paul Korzeniowski //
24 Apr 2020
Automation is taking away the need for agents to get involved in many interactions
Phillip Britt //
26 Mar 2020
Customer churn cannot be ignored, but too many sales reps think customer success is not part of their job description. Sales reps need to care about losing customers, and luckily, emerging technology like AI can help.
Nicholas Christ //
28 May 2020
By providing value-added, technology-driven service offerings, companies are finding they can create additional avenues for consistent revenue and account growth, all while delivering superior experiences for their customers and generating higher levels of loyalty.
Bill Donlan //
18 May 2020
COVID-19 has altered the working landscape and led to important questions for the industry: Will remote working be better or worse for agent productivity and morale? Will it drive revenue, or will it mean a depleted workforce? We address these issues and more.
Scott Budding //
13 May 2020
If you want to reap visible results in the form of customer retention, loyalty, and, ultimately, sales, customer experience has to be replaced with customer care as its proactive, more human-like version.
Valerie Nechay //
11 May 2020
Seventy-six percent of business leaders expect difficulty increasing customer satisfaction without raising costs. Automation could help.
Leonard Klie //
29 May 2020
Disharmony can impact customers, employees, and the bottom line
Donna Fluss //
29 May 2020
As voice technologies become ubiquitous, customer interactions will never be the same
Brian Solis //
29 May 2020
Now is the time to harness all the tools of customer engagement
Barton Goldenberg //
29 May 2020