With technology evolving rapidly, so is the evolution of the customer experience (CX). The customer journey is no longer linear – which means understanding the customer to create a simple, straightforward path to getting things done is more important than ever before. To streamline CX and ensure that customers are satisfied, companies are looking for […]
3 Ways to Improve Debt Collection With AI
For a collections organization, live agents on the frontline represent the heartbeat of the organization. The productivity of the people who connect with consumers on a daily basis has a direct correlation with revenue . Having this knowledge top of mind provides management with a key set of strategies to increase productivity. This could include […]
The True Cost of DTMF
Press 1 for lower CSAT, 2 for lost revenue We have all been on the receiving end of this ancient customer service technology. “Press 1 for sales, 2 for billing, 3 for something else…”. Dual Tone Multi-Frequency Touchtone dialing (DTMF) presents a list of menu options to choose from and directs your call accordingly. For […]
Planning for Seasonal Utility Spikes (to Save Time and Money)
Imagine it’s the dead of winter, and outside the snow has been steadily accumulating all day. But inside, the heat is on, the food is warm, and you’ve been happily binge-watching the latest Netflix/Amazon/HBO series for the past few hours. The comforts of the living room almost make the dreary conditions outside bearable. That is, […]
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Making the Case for Voice Biometrics
Voice biometrics is a convenient and secure method of authenticating a caller’s identity with just a few words. This is made possible by the fact that everyone has different physical and behavioral characteristics that influence the sound of their voice and in combination these are – just like a fingerprint – unique to every individual. […]
Customer Care in the “Age of the Customer”
The average consumer is exposed to many brands on a daily basis – numerous products and services they could ‘hire’ at their fingertips 24/7. In this hyper-availability and hyper-adoption era, it’s understandable why brands struggle to stand out in the eyes of the consumers. Think about some of the brands you have stayed loyal to over the years […]
4 Things to Expect from Virtual Assistants in 2017
In 2016, we spent a lot of time talking about Intelligent Virtual Assistants: what they are, how they are used, what’s contributing to their increasing popularity, and the benefits they bring to customer care. And – for good reason – 2016 seems to have been the year when executives in every industry were asking themselves, […]
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Artificial Intelligence: Assistant, not Overlord
Today’s tech buzzword, Artificial Intelligence (AI), can be a difficult concept for many people to wrap their heads around. AI technology, which arguably holds vast potential to revolutionize the way the world works, is nonetheless often used to paint an apocalyptic view of the future. We now live in a world where talking computers and […]
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8 FAQs About Artificial Intelligence and Customer Service
Artificial Intelligence (AI) is an important and evolving concept that is having significant impact within the Customer Experience industry — and it’s a topic that is being talked about on a seemingly daily basis at this point. But is AI really ready for primetime in customer care? Here are eight questions that we are frequently […]
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