How Best to Support the Customer Experience
Customer service is more important than ever in this uncertain market. And businesses are under immense pressure to meet rapidly shifting consumer expectations and...
Is There a Future for Outbound?
The ability to be sent and to have received timely, information-rich, targeted, and actionable outbound communications is critical for customers and the customer experience...
The Power of Self-Service
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...
Why Conversational Design is Essential
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,...
Top 5 Posts in November
Throughout the month of November, our readers have been most interested in finding new ways to bolster their CXes and increase loyalty among customers,...
Evolving the Contact Center into a Data-Driven Brand Guardian
Bad customer experiences (CXs) still happen every day in contact centers because most brands are not actively investing in creating better ones.
So, when...
Revolutionizing Customer Service
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...
How to Optimize Conversations and Augment Customer Value
Just as contact center teams have begun to adapt to remote and hybrid environments, they are confronting a new set of challenges among them:...
How to Put Bots to Work
“Come with me if you want to live” —The Terminator
You’ve probably watched The Terminator featuring Arnold Schwarzenegger and ever since then associated robots with...
Looking (ChatGPT) 4-Ward
Earlier this year, OpenAI announced a new iteration of their viral AI (artificial intelligence) model: ChatGPT-4. When ChatGPT-3 was initially announced, in November 2022,...
Top 5 Posts in October
Our top 5 blog posts in October are comprised of a very diverse set of topics. This month, we cover everything from our personality...
Keeping the CX Chain
Supply chain chaos continues to be in the headlines. We’ve seemingly seen it all: logjammed ports, inventory pileups in warehouses, shortages of raw materials...
Getting the Most From Your Chatbots
Chatbots, powered by artificial intelligence (AI), are becoming a popular and essential application in contact centers by swiftly, accurately, and cost-effectively handling, and helping...
The ChatGPT Revolution?
For the past several months the technology conversation has been dominated by the emergence of ChatGPT, first GPT-3, then GPT-3.5, and most recently (at...
Top 5 Posts in September
This month, our readers have strongly focused on moving forward in our new hybrid/remote work environments. Rama enlightens us on how video technologies can...
How to Manage Telecom Fraud
As worrisome as cybersecurity may be, it’s just one of the many threats facing contact centers, and perhaps least understood among them would be...
Understanding GigCX
There have been considerable conversations about the Gig Economy and gig working i.e., freelance, on-demand, over the past few years.
But what is gig...
Delivering Awesome Customer Experiences–Even From Home
The past few years have been turbulent for the customer experience (CX) industry. It all started with the COVID-19 pandemic, which forced three million...
Are Gig Economy Workers the Next Agents?
Like nearly every industry, today’s contact centers are facing a labor shortage. The Great Resignation and the impacts of the COVID-19 pandemic have changed...
Top 5 Posts in August
Jacobi heads up August's Top 5 Blog Posts with a plan for how to combat the contact center concentration crisis caused by excessive background...
