News & Insight

Let’s Get Rid of the Hassle Factor – Make it Easy Growing up, most of us remember a certain green frog who vocalized frequently “It’s not easy being green.” Anyone who has aimlessly looked for a customer service number on a website, been stuck in IVR hell, or had to call a brand repeatedly to get an issue resolved has likely echoed a similar sentiment – “It’s not easy being a customer.” So why does an interaction between a customer and a brand have to be so painful? The truth is – it doesn’t. Brands should look for ways to... Read More
Press Pause on Conversational Backtracking – Maybe?? Why Reducing Conversational Backtracking is Important Do you remember the first time you used the rewind function on your tv remote? The ability to pause, rewind, and play live tv on demand gave you a level of control you’d never had before. No longer were you missing important moments due to household interruptions or being out of the room when your favorite program came back on. Read More
Credibility – Can I Trust You? Trust as the Cornerstone for Sticky Sales, Customer Retention, and First Call Resolution Read More
Customer Experience Analytics - Do You Trust the Process or Change It? Every day, millions of vital service interactions take place between your company and your customers, and there is a lot at stake in your ability to manage and optimize this complex, fast-paced environment, including your brand’s reputation and your economic survival. Faced with an increasing competitive marketplace, the ongoing challenge of any company’s engagement (contact) center is how to extract the insights hidden within these voluminous, unstructured multichannel interactions and... Read More
What’s behind the personalization hype? Haven’t we been here before? Keep your consumers coming back with true personalization. Do your employees have ability to read the consumers’ needs and craft conversations? Or have we been here before with that same cookie-cutter approach? Read More
Is Robotic Process Automation the Missing Piece of the Customer Experience Puzzle? What do robots and the back office have to do with customer experience and satisfaction? A lot, it turns out. Read More