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Blog: Customer Care

Recent Posts

The Role of Emotions in Customer and Employee Experience

In a world where many products and services are now seen as commodities able to be purchased anywhere, from anyone, and only when needed, many organizations are struggling to find and retain...

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Everyone wins when humans and bots join forces

Every year the latest technology makes our lives faster, more mobile, and a little less human. And the same can be said for business. As the proliferation of channels, data, and innovation make...

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4 Ways to Prepare for Call Spikes and Call Surges

Life is complicated and rarely goes as planned. For customer-facing companies, sudden emergencies like natural disasters or data breaches can trigger waves of consumers looking for help and answers...

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Santa Serves Up Great Service This Holiday Season

This season, Santa Claus is everywhere. He’s at local retailers or in the mall, ready to hear kids’ wishes and take photos. He’s dropping off toys and presents to the needy. I...

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Text Mining for Data Gold in the Contact Center: A Client Story

Despite a growth in digital and self-service customer service channels, customers still use the standard, live-support channels—73 percent use the phone, 68 percent use email, and 58 percent...

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Digital Transformation: So Close Yet So Far

We exist in a time where technology is thrusting the contact centers forward in ways that have never before been accomplished. From independent chatbots to biometric analytics that can read your...

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3 Steps to Optimize Contact Center Employee Performance

In many industries, high-performing contact center associates are critical to organizational success. These employees are often the front lines of your business, the voice of your organization....

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Tips to Make the Holiday Season Shine

To say this year’s holiday season will be a tough one for retailers is an understatement. Foot traffic is down in physical stores, and online retail competition grows. Many retailers are...

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Building a Chatbot? Don’t Forget the Customer

The bots are coming, the bots are coming! Chatbots are stealing our jobs. Chatbots are enhancing our jobs. Articles about artificial intelligence (AI) and chatbots tend to fall in one of these...

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How to Quantify Happiness, and Other Emotions

Why do some people make ‘illogical’ decisions, even when they think they are being rational and consciously weighing up their options? Is their thinking flawed, or is our understanding...

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