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5 Realities of Future Contact Center Workers

As customer service shifts toward automation and self service, new research from Forrester paints a picture of what the future contact center will look like. The call center as we know it is being...

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8 Messaging Myths Debunked

This blog was excerpted from the upcoming Winter 2020 issue of the Customer Strategist Journal. Subscribe today to get the whole story, delivered in January. Messaging platforms like SMS, Facebook...

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Automation and AI are Making Contact Centers More Human

Contact centers are undergoing a digital transformation that reimagines customer engagement—but don’t count humans out. At ICMI Contact Center Connections, industry experts laid out the...

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CX Experts Share Tips and Tricks for Getting Messaging Right

The future of customer service rests on an organization’s ability to recognize and meet customers where they are. Incite Group’s 9th Annual Customer Service Summit in Brooklyn focused...

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5 Ways to be Smart about Hyper-personalization

To bring out the “advocate” in every customer is like finding a needle in a haystack. You know that it’s there, but it would take an incredible amount of time trying to discover...

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Rethink Your Customer Experience this Black Friday

Black Friday is facing a reckoning. According to a new report by Deloitte, every age group, from seniors to Gen Z, prefer Cyber Monday over Black Friday for deals. Smart devices and the allure of...

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4 Ways to Define Your 5G Customer Experience (Before a Competitor Does It for You)

The next generation of cellular networks—also known as 5G—is set to greatly enhance the speed, connections, and responsiveness of wireless devices. So, what does that mean for the...

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It’s Time to Make Credit Collection More Human

Credit collection can be a thankless job. And it’s no wonder – it’s tough to ask someone to call people and remind them about the debt they owe. In my 15 years of experience in...

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Rewrite the Rules of Travel and Hospitality

If you were asked to trace the journey of the modern traveler where would it go? Their phone will let them breeze through an airport, they may book an Airbnb in a trendy neighborhood or they&rsquo...

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Is a Cloud Contact Center Partner Right For You? Ask These 5 Questions to Find Out

The benefits of cloud migration and cloud-based tools—faster deployment times, cost savings, scalability, true omnichannel and more—are clear for many contact center leaders. What&rsquo...

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