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Let’s Chat About Chatbots
Those chatbots that pop up on websites, apps or social media platforms may mimic human interaction, but they aren’t there to replace humans. When...
How AI is Reducing Handle Time and Improving the Customer Experience in 2019
It’s a well-known fact that customers hate to wait. In a recent survey on consumer attitudes, researchers discovered that 35% of the respondents stopped...
A Q&A with Unymira’s Chris Rall
For the modern contact center, delivering high-quality human or digital customer service requires quick access to accurate and actionable information. Whether you have one...
Seamless Self-Service Starts in the Contact Center
Customer Experience (CX) as a term may have many definitions, but it is generally accepted that it is all about creating personalized, seamless, low-effort...
Building Customer Trust: 3 Tips That Will Make a Big Difference
As background, there are really two moments of truth in a customer’s relationship with their company—when they purchase and when something goes wrong! It’s...
Could Your New Seasonal Employee Be a Robot?
As a society, we’ve been fascinated with robots since the mid-1950s. My favorite was Rosie from The Jetsons—I’d love a robot maid! While we...
CX Satisfaction Starts with Your Brand Advocates
Customer Experience is top of mind with contact center professionals, as the industry dives deeper into digital transformation. It’s a great time for organizations...
TCPA Compliancy: Predators and Fines on the Rise (What You Need to Know to...
When the original Telephone Consumer Protection Act (TCPA) law was passed in 1991, 80% of Americans had landlines and only 3% had mobile phones....
How to Elevate Your Customer and Agent Experience
The contact center world is getting increasingly more complex. New technologies and communication channels are coming out every year, and customers’ and employees’ expectations...
Why It’s Time for Your Contact Center to Embrace Omnichannel
In today’s digital era, customers expect the same level of service no matter how they contact you. They don’t view your brand as a...
Take Action on the Customer Journey for Enhanced CX Satisfaction and Loyalty
Mapping the customer journey is not a new concept. In fact, within the contact center world, it’s quickly become a critical part of delivering...
Looking Forward, Looking Back
Contact Center Nation and Contact Center Pipeline partnered up this year to deliver a four-city tour. As we find ourselves smack dab in the...
