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While a heavy focus remains on customer experience (CX) solutions that address inbound contact center pain points, years of relentless robocall scams have drastically diminished consumer trust in the voice channel and increased outbound contact … [Continue reading] about How To Restore Trust in Outbound Calling
First designed in 1994 for the Japanese automotive industry, QR codes have since permeated many industries worldwide, including hospitality, retail, and education, due to their versatility, creative potential and informational value. Yet despite … [Continue reading] about The Code to CX
Why should your contact center adhere to a one-size-fits-all approach when customer service has always been about personalization? It’s a worthwhile question, especially if you’re running a mid-size business. You likely feel torn between two worlds: … [Continue reading] about Tailoring Technology For Success
Though it doesn’t always get the credit it deserves, the customer service industry is a crucial part of the way technologies actually change the world. Long after funding has been secured and code has been written, contact center agents will be … [Continue reading] about Skating to Where the Puck is Going
It’s no secret that our world has been nearly flipped on its head over the past few years and, with it, the digital world as well. The current virtual-first era requires a shift to all-in-one solutions built to meet needs in an instant. With rising … [Continue reading] about The Evolving Omnichannel Experience
Can Generative AI help achieve fully autonomous customer support? … [Continue reading] about Transforming the CX Landscape
Technology is evolving at an increasing rate. In the battle for best-in-class customer experience (CX), keeping up with the latest innovations is key to staying ahead of the competition. The ability to adapt to and benefit from emerging trends is … [Continue reading] about The Four Pillars of CX
This story, about technology with unlimited possibilities and the capacity to generate massive change, is still in its early chapters. Artificial intelligence (AI) has the potential to do a tremendous amount of good and is one of the biggest and … [Continue reading] about AI: What’s Possible and Practical?
Today, many organizations are rushing to implement AI, chatbots, and other self-service technologies to offload the customer experience to lower-cost options. However, implementing self-service technologies without customer choice or regard for human … [Continue reading] about Distinctive Service Through Customer Choice and Human Connection
Connecting With Anxious Customers Table of Contents, July 2024FEATURE ARTICLEConnecting With Anxious CustomersBy Brendan Read; Q&A with Expert PanelThe cases for careful deflection, supporting preferred channels, and proactive outreach.IDIOM … [Continue reading] about Contact Center Pipeline Magazine July 2024
