6 min read
In today's hyper-competitive business landscape, customer experience and customer engagement strategy are both critical to ensure and improve customer retention. But why and how exactly do they differ from one another?
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4 min read
The financial services industry is facing new demands. Today’s customers demand personalized banking services, but financial service institutions...
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...
5 min read
Banking has evolved massively over the last couple of decades with the introduction of the internet. While customers from older generations were used...
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...
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....
8 min read
Customer service is often not built to serve customers. Elevator music, endless hold times, and being routed to agents without proper training to...
