Consumers are interacting with customer service more often across more channels than ever before. They consider empathic, speedy interactions and first-contact resolution to be table stakes. During 2021, as...
Leading organizations worldwide are evolving their use of artificial intelligence (AI) in customer experience (CX) away from limited tactical deployments and toward an overarching approach focused on the entire...
Think about the last time you contacted a company about an issue. Chances are good that you were asked repeatedly for the same information — either from an IVR,...
When technology is sold by license and SKU, companies buy based on peak-utilization to accommodate for traffic spikes associated with predictable seasonality — Black Friday, Tax Day — or...
Giải đua xe Cao tốc Texas (The Texas Motor Speedway – TMS) phải đối mặt với những thách thức mới trong đại dịch COVID-19. Những thay đổi về tài...
Consumers want their expectations met, whether it’s at a fast-food restaurant or a luxury brand website. When that experience is lacking, they can easily take their business elsewhere and...
We’ve all experienced our share of challenges this year. But by using technology that empowers their agents, many contact centers have done more than simply adjust to these changes....
