Blog: Customer Care
Recent Posts
Healthcare patients have come to expect the same digital tools used in the consumer world, from scheduling appointments to picking up prescriptions.According to NTT Data Services research 59...
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...
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...
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...
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...
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...
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....
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...
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...
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...