4 min read
Utility and communication service provider companies can sometimes struggle with historical stigmas of poor customer service or customer satisfaction. For example, one report indicates that an inability to modernize customer experience in the...
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8 min read
Getting the right call at the right time with the right offer can make your day. Of course, getting an unhelpful, uninteresting call with an offer...
6 min read
In today's hyper-competitive business landscape, customer experience and customer engagement strategy are both critical to ensure and improve...
7 min read
According to G2, 40% of millennials engage with bots daily, and around 1.4 billion people use chatbots for communication. That represents a massive...
7 min read
Intelligent virtual agents (IVA) can help businesses improve their customer service, automate processes, reduce excessive workloads on agents, and...
7 min read
A few signs may indicate that your business is ready to invest in contact center automation tools. Intelligent virtual agents (IVAs) solve today’s...
3 min read
Contact centers are undergoing a transformation. Attrition is on the rise and costs to attract and retain talent are steep. At the same time, contact...
5 min read
Smartphones and smart speakers give users nearly anything they want at the push of a button. AI virtual assistants like Siri, Google, and Alexa made...
6 min read
Chatbots and conversational AI are often paired together as the same type of technology. While they can be similar in some ways, they are quite...
3 min read
In today's competitive business landscape, delivering exceptional customer experiences has become a crucial differentiator for companies across...
6 min read
Call centers can work like clockwork and focus on helping customers or be one of the most dysfunctional work environments that directly impact brand...
6 min read
A couple decades ago, before call routing was the norm, you had to go through multiple calls and agents to reach the right department or person who...
9 min read
Interactive voice response (IVR) systems allow contact centers to serve more customers by giving customers more control over their experience....
