Contact Center Customer Experience Software and Services Revenue Will Surpass $18 Billion by 2026

Today’s business-to-consumer (B2C) and business-to-business (B2B) organizations have been evolving their call centers into contact centers, which are designed to take a more active role in delivering great customer experience (CX) via an omnichannel engagement strategy that focuses on improving the overall experience of the customer across all touchpoints, rather than just traditional call center […]

Optimizing CX for Mobile Interactions

While desktop and laptop computers are still dominant for productivity tasks in the business world, the use of mobile devices has clearly become ubiquitous for consumers. According to research focused on the mobile market conducted by Data.ai, the time spent on mobile apps, the amount of money flowing through mobile apps, and the number of […]

Ditching the Script for Better Telecom Customer Interactions

Due to the vast array of options telecom providers offer their customers, interactions with customers traditionally have incorporated mechanical-sounding scripts, often beginning with IVR systems or artificial intelligence (AI) based-agents, and progressing to real agents. A few decades ago, this approach was somewhat necessary, given the way telecommunications businesses and their products were positioned. For […]

Methods for Improving Agent Training

A primary factor influencing whether customers have positive or negative experiences is still based on interactions between human agents and customers. Even with the use of artificial intelligence (AI)-driven predictions, deflection tools, and omnichannel support, the interactions with human agents are often those that customers will remember the most, and to which they will assign […]

Leveraging Blockchain to Improve Customer Confidence in Sharing Personal Data

A blockchain is a decentralized, distributed database that stores information electronically, and is designed to permit the collection of information  or records in groups, known as blocks. The goal with using a blockchain is to allow digital information to be recorded and distributed, but also preventing it from being altered, deleted, or destroyed. When a […]

Managing Corporate and CX Disinformation

So-called “fake news” or disinformation is hardly limited to political topics and discourse, and its roots are far older than the social media platforms which, in recent years, have served as an amplifier.Disinformation also can impact corporate entities, either deliberately (spread and amplified by competitors, disgruntled customers, or advocacy organizations), or more virally (such as […]

Using Co-Browsing to Improve Customer Experiences

The old adage “show, don’t tell” is  apropos in today’s visually dominant and increasingly complex world, particularly for organizations that interact with customers through the web or mobile devices during sales or support activities. Many times, customers will abandon shopping carts or will give up using web-based support resources, which results in lost sales or […]

Leveraging Cutting-Edge Digital Communications Channels for CX

Most organizations have extensive experience using voice as a primary engagement channel through which customers can interact with the organization. Other channels, such as short message service (SMS)/text, web chat, social media, and mobile applications, are also becoming key parts of omnichannel engagement approaches to meet the customer where they are most comfortable. But, in […]

Evaluating Chatbots for Customer Support Applications

A key technology used to aid in call deflection within a contact center is the chatbot, a text or voice-based interface that is deployed on the website or within an application to simulate conversation with users and seamlessly support users. Many of these are self-learning bots, and use natural language processing (NLP) and machine learning […]

Lucid Motors: Using Immersive Tech to Create Excellent CX

One of the key challenges with the purchase of any product is visualizing how it will look, act, and feel once it has been purchased. Retail stores were among the first to launch software that allowed users to virtually “try out” everything, from clothing to furniture to appliances, to help the customer visualize the ownership […]

Essential Contact Center Agent Skills

Contact center technology plays an important role in helping to ensure a positive CX, particularly in an omnichannel world. Customers expect to be able to contact and engage with companies through any channel—in person or via voice, email, chat, social media, and more—to have their issues or concerns dealt with efficiently and completely. Contact center […]

NAB Case Study: Supporting Interactions Through Digital Messaging

A key strategy being deployed by organizations seeking to improve their customers’ experiences includes leveraging both artificial intelligence (AI) and digital messaging, with the goal of supporting interactions with customers through the channels of their choice. A real-world example of this strategy being deployed can be found with NAB, one of the largest banks in […]