The ever-evolving world of regulatory compliance is complex at the best of times, even for organizations with vast...
It’s that time of year again when we reflect on the things and—most importantly—the people we are grateful for. For enterprises everywhere, this time often coincides with numerous team events, activities and other seasonal festivities. It’s...
A lack of timely customer service can be a significant challenge for contact center leaders. For example, Forbes research found that 96% of consumers will leave a brand that delivers poor service. A vital indicator of a company’s success in...
Few things are more frustrating for customers than getting stuck in a lengthy call queue only to eventually reach a call agent who doesn’t know who they are and can’t solve their problem. But smart call deflection can prevent you from wasting...
Customers increasingly expect brands to deliver support that helps them solve issues as quickly as possible and doesn’t require them to waste time on the phone with human call agents. To meet these rising expectations, many brands have...
Introduction to Multimodal CX Move over, single-channel CX. Multimodal CX is taking over (and that’s a good thing). Just like smartphones replaced voice-only mobile phones—and redefined how we interact with our mobile devices—multimodality is...
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