Omnichannel communications are essential for connecting with customers who expect to call, text, message, email, and chat interchangeably with anyone at anytime. Yet, despite the fact that more businesses than ever are offering omnichannel, many...
There are many reasons why businesses increasingly turn to artificial intelligence (AI) to augment and enhance their customer communications. That everyone else is doing it too isn’t a good enough reason for you to jump on board any ship, so we’ll...
Robotics and robotic process automation (RPA) have been around a long time, but are now only just being used significantly in the call center. RPA is about improving workflow by automating common tasks and freeing live agents to do what they do best...
Texting is by far the most popular and convenient means of communication for people today. Sending an SMS/MMS (short message service/multimedia messaging service) message is quick—it’s faster and more convenient than email—and you don’t have to say...
There is a lot of speculation about how AI will affect the call center in the coming years. The alarmists claim AI will be able to completely replace human interaction and the call center will be completely automated.
A growing number of businesses are looking at turning Zendesk into a complete contact center solution, not just a support and ticketing system. Indeed, many companies choose Zendesk not just for its ease of use but to better serve customers. In...
Facebook recently released version 2.2 of its Messenger Platform, and while some of the announced features are still in closed beta, it’s worth paying attention to what this means for messaging apps and customer support expectations.
Self-service is often the most efficient channel for the customer to get quick and easy answers to the most common and obvious questions. And because there is no agent involved, it’s the cheapest way for the company to provide quick customer service.
Like it or not, computer automation is good for business. Contrary to depictions in many sci-fi movies, automation will not result in a startling loss of jobs, in fact, experts predict that in 2018 just 9% of jobs will be lost to automation while 2%...
As with any budding generation of consumers, there’s been a lot of speculation and generalizations in the business world around Generation Z. Do they have the same values as their predecessors? Will they demand instant gratification? Must everything...