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Empowering your agents through technology As the customer experience becomes more of a focus for businesses, companies are doing more to ensure their employees have the necessary tools to deliver a positive experience at every customer touchpoint. This is especially true in the contact center - where each customer engagement weighs heavily on their overall experience and satisfaction. So, how do we ensure that support agents have all the tools and context they need to go above...

Using Live Web Observation to Improve Customer Support As customer expectations rise, it’s becoming increasingly difficult to provide a positive customer experience. Today, regardless of industry, customers expect immediate support, accurate answers to their questions, and ultimate convenience. It’s simply not enough to just be better than your competition. Instead, you’re expected to match the experience offered by companies like Amazon or Apple. Providing an experience that meets or exceeds the heightened expectations of the customer is difficult....

Recent advances in Artificial Intelligence (AI) have been changing and shaping businesses, most notably in their ability to bring customer experience (CX) to the next level. Although AI has become a staple amongst businesses of all sizes, full automation still seems out of reach. When it comes to AI-assisted customer service, the goal is to make the customer journey as seamless as possible; the customer should always feel like they’re speaking to a customer service agent....

It’s no secret that today’s consumer is finicky- they have high expectations and low patience for anything that isn’t top of the line. This means in order for businesses to be successful in today’s market, they need to provide a quality product, and customer experience to match. While a majority of enterprises believe that cost trumps all, they are sadly mistaken. The truth is, most consumers are okay with spending a little more money on something...

The concept of the phone call as we know it is in the process of dying a slow but eventual death. At nearly 140 years old, its days are now numbered.  The question is, what will ultimately take its place? When analyzing technological advances, we typically find that the origin falls squarely in one of two buckets - consumer or enterprise - before migrating into the other. For instance, video chat made its mark and matured on...

A lot has changed in the short amount of time since the day the United Kingdom formally severed ties with the rest of the European Union. We affectionately remember this day, June 23, 2016, as Brexit. The decision of Brexit by UK diplomats has been called into question by fintech experts around the world, especially given that London’s hard won status as the fintech hub of Europe has come under threat.   The Financial Hub of Europe...

Business owners are finding themselves in an interestingly flipped position as the global job market continues to improve. In a recent interview with Forbes, Ana Recio, (head of recruitment atSalesforce), says “The days of begging for a job are gone. It’s a candidate’s market. We send them‘thank you’ notes after interviews now.” And she would know what she’s talking about. The CRM company is hiring 6,000 new employees every year to keep up with their 30%...

Monetary interactions once meant face-to-face meetings where cash exchanged hands. The financial services industry has since undergone innumerable transformations. With Finovate Europe right around the corner, let's take a moment to consider the advances and trends poised to happen in FinTech over the next 12 months. Reintegration of the Human Factor Past years have seen financial services trending toward a more digital implementation.  From online banking to mobile payments, companies have catered to the demand for faster and...

This piece is the third installment in our Reaching A Millennial Audience series.  See part one, here. Here’s the truth about millennials: they don’t like boxes.  They don’t like being put into boxes, they don’t like building boxes themselves, and they don’t like being told they should really just walk into a box.  In other words, millennials tend to reject the traditional dreams of American consumerism, avoid staying in one job for too long, and refuse to...

In December 2013, IBM released its annual 5 in 5 predictions. One of the predictions declared that “In 5 years, buying local will beat online”. Now, nearly two years later, we can see that unless e-commerce trends pull on a few jet-packs and fly in completely the opposite direction, this particular prediction is probably going to be proven wrong. Even IBM Makes Mistakes IBM’s position was that people love the speed and automated personalization of e-commerce, but crave...