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Customer Journey Mapping: Insights from Customer Contact Week Nashville

Feb 6, 2019 7:00:00 AM

At Customer Contact Week (CCW) Nashville, there were three half-day sessions, one of which was on Customer Journey Mapping. To start things off, Customer Contact Week and IQPC analyst Brian Cantor presented findings from IQPC’s recent journey...

Self-Service and Automation Customer Care Best Practices

Feb 5, 2019 7:00:00 AM

Everyone’s talking about self-service automation, it seems. Of course, no one likes to talk about the amount of work that goes into automation. The more sophisticated and complex the system(s) undergoing automation, the more care and effort needs...

Common Chatbot Mistakes and How to Overcome Them: Part 5

Jan 31, 2019 7:00:00 AM

Over the last few weeks, I have shared some common chatbot mistakes and how to overcome them by testing the customer centricity of your chatbot solution.

Common Chatbot Mistakes and How to Overcome Them: Part 4

Jan 24, 2019 7:00:00 AM

Over the last few weeks, I have shared some common chatbot mistakes and how to overcome them by testing the customer centricity of your chatbot solution. In blog part 1 I shared how many companies are failing with the implementation of their ...

2019 Contact Center Trends: Revolutionize Your Customer Experience

Jan 23, 2019 7:00:00 AM

2019 Contact Center Trends Introduction: 

For the third year in a row, customer experience (CX) measures have remained flat. As Forrester notes, “…what little movement that did happen was toward the middle of our scale, where 62% of brands...

Best Practices in Chat Customer Care

Jan 22, 2019 7:00:00 AM

So, what’s the secret to delivering exceptional live chat support? Signs.com is leading the way, and their stellar work earned them the recognition of the ICMI Global Contact Center Awards for Best Customer Care in 2017.

Finally an IVR Your Customer Will Love: Conversational IVR

Jan 18, 2019 5:00:00 AM

You’re sitting at home enjoying your favorite TV show when, all of a sudden, the power goes out. You want immediate information on the outage, so you decide to call your energy provider, and then you get stuck in a long-winded IVR (“Welcome to...

Best Practices in Social Media Customer Care

Jan 16, 2019 5:00:00 AM

Ask your organization this: Would you let the marketing department take over for your contact center agents? No! So why would the marketing department own social media customer service? The usual response is that since the marketing and PR...

Common Chatbot Mistakes and How to Overcome Them: Part 3

Jan 15, 2019 5:00:00 AM

As shown in our chatbot infographic, it is predicted that 80% of companies will implement chatbots by 2020. Bots and AI were massive trends of 2018 and experts agree that the deployment of bots will continue to increase in 2019.

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