News & Insight

Category: Customer Service
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
Customer Satisfaction Soars with Authentic Dialogue A leading travel company trained its employees to use principles of human communication science. The result? Everyone loves it. Read More
Dialogue Drives the Outcomes that Matter Scripts are so 2010. Authentic human dialogue drives the customer care outcomes that companies need today. Read More