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Knowing when, where and how your customers expect to interact with your brand is a requisite of providing a flawless ...
Artificial intelligence (AI) and speech analytics (SA) are reshaping how humans interact with computer systems. While these revolutionary technologies have ...
The Consumer Financial Protection Bureau (CFPB) recently released its draft rules governing activities of debt collectors, which impose various communication ...
How well are your customers being served by your customer support contact center? Are your agents delivering the best possible ...
You’ve loaned someone money and they won’t pay it back. It’s a sad but familiar story; research shows total household ...
Do HR and IT teams have a mutual understanding of one another? Some say no, they do not, and, further, ...
In the last few years, Australia and New Zealand have seen a massive boom in tourism. Australian capital cities such ...
In Part 1 of this two-part series on contact center burnout we covered some of the warning signs of agent ...
Contact centers have been hiring increasing numbers of work-at-home agents in recent years and it looks like this trend is ...
Call centers are high-pressure, stressful environments. Agents are expected to deal with demanding customers, be knowledgeable about many products and ...
Did you know that just 34% of employees feel engaged at work? Worse yet, 16.5% say they’re actively disengaged with ...
In this age of digital transformation which has seen a proliferation of self-service options, many people prefer to get answers ...
There is a skills gap in most organizations in order to flourish in a digital world. Building proficiencies for technologies ...
Digital transformation is one of the hottest topics among CIOs of companies that have mandated improving the customer experience as ...
In the final part of this three-part blog series, we will discuss the remaining five best practices for achieving long-term ...
One of the earliest issues raised in the context of “robocall” processing was the inherent ambiguity of that term. The ...
Delivering an omnichannel experience is at the very foundation of superior customer experiences. It’s also one of the contact center’s ...
In Part 1 of this blog series, we discussed the first three of the top 10 best practices for achieving ...
In a previous blog, we outlined advantages of moving a customer experience platform to the cloud. If you've decided to ...
Gamification is the process of applying game mechanics to non-gamified environments, such as contact center operations. It has been lauded ...
At their June 6, 2019 meeting, the FCC authorized carriers to block “robocalls” to their customers, by default, after determining ...
Just when companies were starting to feel confident in their understanding of Millennials, along comes a new generation entering the ...
At its open meeting on June 6, 2019, the Federal Communications Commission (“FCC”) approved a robocall-related agenda item entitled Declaratory ...
Enterprise Feedback/Voice of the Customer (VOC): the measurement and reporting of customer reactions to their experiences and expectations with a ...
Our annual SNUG (Select Noble Users Group) conference brings together top voices in customer experience with contact center managers, platform ...
With the resurgence of the American travel industry, the customer experience provided by travel agencies and hotels is just as ...
The FCC is addressing a robocall-related agenda item entitled Declaratory Ruling and Third Further Notice of Proposed Rulemaking (FCC-CIRC1906-01) at ...
Mapping out your company’s digital customer journey is never an easy task, especially when the focus is primarily on the ...
To the casual observer—or the not-so-casual business insider, for that matter—the words “humanize” and “digital” sound as though they play ...
In recent years, many companies that are focused on improving customer experience have moved their contact center operations to the ...
How many consumers will query the RND database before calling a toll-free or business number? Would you? We have heard ...
Scalability is a serious problem for contact centers in just about every industry. There’s only so many calls and customer ...
Agent attrition is an epidemic that contact center leaders have unsuccessfully tried to remedy for years. To solve outbreaks caused ...
In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” ...
Successful relationships between businesses and customers are built on communication and understanding. The language of persuasion, satisfaction, or resolution has ...
Recently, we published a blog on customer-centricity, which refers to creating a culture that places the customer at the core ...
From the moment the EU’s General Data Protection Regulation (GDPR) was finalized in April 2016, there was a sense of ...
Employees like feedback – formal and informal, personalized, meaningful feedback that will help them become more successful at their job. ...
Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact ...
One of the most famous lyrics in classic rock is from The Who's 1971 classic, Won't Get Fooled Again. Whether ...
