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Defining A Great Customer Experience – Starting at the Top

Apr 12, 2017 7:00:00 AM

Remember a time you fell head over heels for someone.  Now, if I asked to define the experience, you would know the feeling intrinsically, but may have a hard time explaining it.  You might comment how they made you laugh or how they dressed or...

How Live Collaboration Tools Improve Customer Experience

Apr 6, 2017 8:00:00 AM

With the rise of online self-service and online shopping, more customers are trying to answer questions and make purchases without utilizing a live agent. But, the largest inefficiency with self-service is the loss of a sale or poor customer...

My Takeaways from 2017 Argyle Customer Experience Leadership Forum

Apr 4, 2017 7:58:04 AM

On May 23rd, I attended the 2017 Argyle Customer Experience Leadership Forum. The event is on its fifth year and is known for bringing together leading executives to discuss pressing issues that customer experience professionals are facing as...

Amazon Connect Cloud Contact Center: Who’s Next?

Mar 29, 2017 3:00:00 AM

On March 28th, Amazon has joined a sweeping Customer Interaction Management landscape with its Amazon Connect Cloud Contact Center, a cloud application service offered as part of Amazon Web Services (AWS).

Approachable Enterprise Part 1: Your Customers' Channel Options

Mar 23, 2017 6:00:00 AM

You all know by now how important customer experience is to your enterprise. And one of the most important facets of customer experience is choice of how to contact and when. This is why buzzwords like multichannel and omnichannel exist and why...

2017 Contact Center Trends Part 2: Video, IoT and Escalation

Mar 16, 2017 6:00:00 AM


Last month we discussed the top four trends for 2017. We are now expanding our list of trends to include a few more important topics to be aware of this year.

What the AWS S3 Outage Tells Us: Business Continuity in The Cloud

Mar 8, 2017 8:29:58 AM

Last Tuesday, AWS S3 storage component went down for several hours and created outages for many cloud businesses using AWS. The outage was caused by human error, when an engineer mistakenly took down a larger set of servers than was scheduled....

Travel Chatbot AI Improves Customer Experience and Increases  Conversions

Mar 3, 2017 6:00:00 AM, a startup out of Palo Alto, CA, has developed deep learning technology for building conversational virtual agents powered by artificial neural networks. With this deep learning technology they created the first ever virtual travel...

Featured Partner Blog: Must Have Features for Business Process Outsourcers

Feb 17, 2017 8:00:00 AM

As consumer wants, expectations, buying behaviors and communication preferences evolve, companies are looking to their business process outsourcers (BPOs) to provide modern solutions to meet these demands. The age of call centers housed in...

Omnichannel Customer Experience without the Typical Complexity

Feb 14, 2017 4:00:00 AM

When reading a recent article on eero, the world’s best-reviewed WiFi system, we came across the great quote "We did anything we could to rip out the complexity and give you an experience that just works."

There are many examples of complexity in...

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