Every year retailers invest a tremendous amount of time and money to meet increasing demands. Many even find themselves doubling or even tripling the support in their contact center, especially during the holiday season. But how are these efforts rewarded? Are customers happier with the service? Does wait time decrease with the addition of more […]
The Four Most Important Things About Customer Care for Millennials
Millennials are not the generation of the future but we are the generation of the now. With ages ranging from 18-35 we are in our prime spending years. As a millennial myself, I grew up alongside the smartphone, which has had a major impact on my life and the ways in which I interact with […]
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Why an Omnichannel Platform is Crucial to Your Customer Care
It used to be there was only one way into a contact center. A single channel where customers called in, agents responded and resolved, and then moved to the next call in the queue. But as new forms of communication continue to be introduced–email, web FAQs, web chat, social media, and SMS, to name a […]
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Investing in Your Customer Care Strategy? Answer These 5 Questions First
Investing in your customer care strategy is a critical step for companies that want to remain competitive in today’s customer-obsessed environment. But with a growing variety of technological solutions, the opportunities for investment are endless — and it’s hard to know where to start. That’s why we’ve put together these 5 questions that your company […]
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[Infographic]: Keeping Pace with Customer Care
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3 Trends in Customer Care Channel Evolution
We’ve all read the stats and articles about how baby boomers prefer phone calls and gen Z prefers social media for customer care, but unfortunately it isn’t as simple and straightforward as that. Consumers’ channel choice remains a function of many different moving pieces such as available devices, transaction type, the urgency of the query, […]
Let Humans do the Brilliant Work
No matter who you talk to, it’s pretty clear at this point that artificial intelligence (AI) is here to stay. The question, then, is what the future with AI looks like. At Interactions, we firmly believe that the future is brighter with AI, specifically when AI and humans work together. When we focus on AI, […]
[Infographic]: Customer Care is Gearing up for the Future
AI & A/R: Scaling for Tax Season
Join us for our new video series covering the latest in Accounts Receivables. In this mini-series, we’ll bring you the newest consumer research, technology trends, and industry happenings. Part 1: Scaling for Tax Season It’s tax season which means refunds are coming. How are you planning to spend your refund this year? 35.5% of consumers […]