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We talk a lot about “future-proofing” your business. It’s an important concept for any company considering digital customer service integration. You don’t simply want to plan for your current customer service needs. You’ll need a solution that can easily scale as business grows. Digital customer service is evolving quickly, and this change hopefully comes in tandem with important developments in your business…

What can you do when revenue targets keep increasing but your budget stays the same? It’s a challenge more and more companies are facing – and many of them are looking to their contact centers for solutions. Because progressive leaders understand a new CX strategy can transform corporate culture; turn customers into advocates; and boost revenue. Focus…

The chatbot revolution is here, and having a bot that can talk to your customers online is key to your brand’s success and future growth. Chatbots scale quite easily and can handle hundreds of conversations at a time. This makes them the perfect candidates for tasks with a predictable and well-defined conversation flow. We’ve created a little cheat sheet with an essential…

Collecting quality customer feedback is great, but how can you ensure that it’s actionable for your business? Ask Less, Learn More If you’re sincere about understanding your customers’ experience in your contact center, stop asking so many questions. You’ll elicit more responses from short surveys that get straight to the heart of the matter. Short survey’s respect your customer’s time. What is the…

A long-time friend on Facebook just posted the following: My SIM card was hacked on my cell phone (Someone convinced my wireless carrier that they were me and gave them a new SIM card number and phone to route my texts and phone calls). Then my Gmail account was hacked via text messages to phone. Twitter account then hacked as well. So if you get an email or text just ignore it until I indicate here on FB that all is clear….

Three weeks to a future-proof customer engagement hub? It happened for Aetna Medicare Transition Services — and it can happen for your organization too. Discover how in our webinar, A Customer Engagement Hub in Less than Three Weeks. With a short timeline and multiple challenges to overcome, upleveling its contact center was no small feat for Aetna. William Jetter, President…

With more than 1.5 billion active users, WhatsApp has more user adoption and growth than any other app. It’s an incredibly popular way for people to communicate, and this naturally applies to customers too. Let’s take a closer look at why WhatsApp is the next digital customer service channel you need. Why WhatsApp is exciting for customers 65 billion messages are exchanged on WhatsApp…