News & Insight

Category: Customer Service
The Last Thing a Technology Consumer Wants is to Deal With More Technology Technology consumers want other humans to help them most of the time. So when are chatbots appropriate? Read More
It’s That Time of Year: Is Your Engagement Center Ready? Are your engagement centers ready for the Black Friday/Cyber Monday onslaught? It’s predicted to be bigger than ever. Read More
3 Big Trends for Customer Service in 2018 Looking into our crystal ball for 2018, we see technology making way for humans in the engagement center. Read More
Will Chatbots Take Over Healthcare Customer Service? If you’re considering a new chatbot for healthcare customer service, you should know that 88% prefer a human instead. Read More
Machine or Human? Do Consumers Like Using Chatbots? Only 5% of consumers want to interact with a chatbot for customer service. What does this mean for your company? Read More
Despite Digital Preferences, Millennials Want to Interact with Humans Millennials are famously digital savvy. But it doesn’t mean they don’t want humans delivering their customer service. Read More