“By 2025, the time spent on current tasks at work by humans and machines will be equal.” This prediction comes from The World Economic Forum in its “Future of...
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,...
The pandemic has blurred the lines between work and personal lives, accelerating and amplifying the “always on” mentality, and stretching people to their limits. While each employee handles this...
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...
The Texas Motor Speedway (TMS) faced new challenges with the COVID-19 pandemic. Changes in resources challenged its efforts to maintain an exceptional fan experience and regular communications with partners....
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...
Cứ sáu người thì có một người thừa nhận là đã gọi cho dịch vụ khách hàng trong thời kỳ đại dịch – chỉ để nói chuyện với ai...
Đại dịch COVID-19 đã có tác động lâu dài đến cách khách hàng tương tác với ngân hàng của họ. Khách hàng vẫn cần trợ giúp – dịch vụ...
Your customers are the very reason your company exists. Your commitment to your customers’ needs should be clearly defined in your mission and vision statements; understood by all employees;...
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....