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There is certainly no shortage of hype around the topic of artificial intelligence (AI). Every day we find grand proclamations about the arrival of next-level bots, machine learning, and AI - that may or may not kill us. But, like...

Contact centers are constantly evolving due to the explosion of burgeoning technologies. With this being said, how do managers implement contact center best practices to coalesce with their product and message? First, we need to look at the framework. Contact centers...

The modern association with online customer service often revolves around an experience with live chat. While it’s certainly not the only channel that customers make use of, as email and social media are still popular options for customers looking for...

The concept of the online, in-person customer experience is still relatively new, yet the possibilities are continuing to unfold as we now have the tools and technology to create seamless engagement across several digital channels. The challenge for companies will...

The Role of a Digital Salesperson Take your average, traditional salesperson. Most people instinctively know a salesperson as someone who is relentless in getting you to purchase one of their company’s product. Images of the pushy and overbearing car salesperson at...

Each year, J.D. Power releases its U.S. Insurance Shopping Study. The study for 2016 revealed that while insurers are investing in more digital channels with the customer experience in mind, they are facing challenges when it comes to converting online...

Whether you’re asking for opinions or not, customers offer them and give feedback on just about anything. Thanks to the availability of online channels that connect customers with businesses on a level unlike anything before, it’s almost as if customers...