The Latest Technology News
The opening months of 2023 were gloomy with a tightening job market and a slowdown in business activity fueling fears of a recession. Organizations across nearly every industry have been focused on increasing customer loyalty and satisfaction, … [Continue reading] about Opportunities for Contact Centers
A few years ago, only 15% of customer interactions relied on emerging technologies such as artificial intelligence (AI)-enabled chatbots, automated emails, and virtual agents, reported Gartner. In 2022, that number rose to more than 70%. Customer … [Continue reading] about Why Conversational Design is Essential
“The here and now” is an idiom from the 1800’s that means “at this moment.” When it comes to the front line of any Contact Center, “the here and now” is where the customer “interaction” or “experience” takes place. Many components make up the total … [Continue reading] about The Here and Now … A Most Opportune Moment
Rushing off one flight to get onto another with a one-hour layover that turns into four hours once you get to the check-in counter for your connecting flight. With the kids getting restless and the layover potentially going from four hours to seven, … [Continue reading] about The Power of Self-Service
The Need to Make the Best Customer Connections Table of Contents, July 2023FEATURE ARTICLEThe Need to Make the Best Customer ConnectionsBy Brendan ReadHow contact centers can productively respond in the face of higher CX expectations.SPONSOR … [Continue reading] about Contact Center Pipeline Magazine July 2023
In today’s uncertain, disruptive, social, and highly competitive economy, customer experience (CX) counts, and in more ways than one. Yet providing customers with the experience they i.e., we expect—for each of us is a customer—is becoming easier … [Continue reading] about The Need to Make the Best Customer Connections
I recently had the pleasure of speaking with Denis Francoeur regarding his recent Podcast, Enhancing Customer Service in a Personalized Contact Center. Denis talks about the evolution of contact centers, how expectations have changed for agents and … [Continue reading] about An Executive Interview with Denis Francoeur, Upland Software
Bad customer experiences (CXs) still happen every day in contact centers because most brands are not actively investing in creating better ones. So, when something unforeseen happens, like a global pandemic, brands struggle to keep up with the … [Continue reading] about Evolving the Contact Center into a Data-Driven Brand Guardian
In-person, apparently, is out. One-third of all buyers in business-to-business (B2B) transactions would prefer a sales experience that doesn’t include physical time with the seller, according to research from Gartner, by way of TOBB Chicago Trade … [Continue reading] about Three Tips for Inside Sales Success
As the world becomes increasingly digital, the use of artificial intelligence (AI) is rapidly transforming the way businesses interact with their customers. AI has established itself as a key technology to allow customers to engage with organizations … [Continue reading] about Revolutionizing Customer Service
