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Attended vs. Unattended RPA: It Doesn’t Need to be an Either-Or

At a time when customers want great experiences at an increasingly faster pace, automation plays a crucial role in helping brands deliver. When done right, automation creates effortless experiences...

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How to Reinvent the Citizen Experience: Turn COVID-19 Quick Fixes into Real Change

This guest article first appeared on Route Fifty When the COVID-19 pandemic hit, government agencies and organizations were forced to quickly innovate to meet a sudden rise in citizen inquiries and...

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3 Tools that Optimize Interactions in Amazon Connect’s Cloud Contact Center

It’s been said time and time again: a great customer experience begins with a positive employee experience. When contact center agents are well-equipped, knowledgeable, and prepared to handle...

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CX Leaders Share Insights into Transforming the Government Customer Experience

At a time when more people than ever are demanding an excellent customer experience (CX) from the private sector, federal agencies are increasingly focused on improving the government customer...

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Captive Center vs. Outsourcing: How to Pick the Right One for your Customer Service Needs

There’s no overstating the importance of having high-quality contact centers. These centers are often where customers interact with a brand more directly, and their experiences can bring...

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2 Ways Brand Protection Benefits Businesses and Customers Alike

We live in an increasingly digital world. This brings numerous upsides to businesses — greater productivity, better customer experiences, and more useful data — but also its share of...

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Introducing the Humanify® DEI+ BOT: Get Comfortable with the Uncomfortable

Diversity and inclusivity conversations are no longer taboo workplace topics. Given the social justice events and topics making headlines around the world, avoiding them is no longer an option. Yet...

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The Keys to Sales Acceleration? Data and Knowing How to Use It

The engine that drives any brand is its sales operation and, in an increasingly competitive global marketplace, sales acceleration is crucial when it comes to standing out, making an impression,...

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Chat Vs. Messaging: More Than Meets the Emoji

Customers live on their phones, but not in the same ways they used to. Prior to COVID-19, chat and messaging capabilities catered to users always on the go, then it played a vital role in servicing...

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How to Deliver a Customer-Friendly Vaccination Experience with Messaging

Everyone over age 16 in the United States as well as Puerto Rico and the District of Columbia is now eligible for a coronavirus vaccine. Yet for many, the vaccination experience journey is still...

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