Journey Orchestration: How Does It Fit into a Company's CX Strategy?
In today's world, consumer expectations evolve tremendously. Businesses go above and beyond to keep up with the challenge and create a memorable customer experience. One way they do this is through jo...
14 Juli 20227min
Successful Agents Yield Happy Customers
It's been shown time and time again that happy agents lead to happy customers, and happy customers lead to increased loyalty and customer lifetime value. As the customer experience is the new battlegr...
7 Juli 202214min
AI in Action: Making it Real in Contact Centers
Artificial intelligence (AI) is often seen as the future of customer service. This shift is primarily driven by advancements in natural language processing and machine learning. As AI evolves, so does...
30 Juni 202220min
Increase Customer Loyalty with Customer Journey Mapping
Maps are essential for getting from point A to point B. They provide a visual representation of the route one needs to take as well as how to navigate along the way. Similarly, journey maps help busin...
23 Juni 202212min
Make Chatbots Smart to Improve CX
Self-service is nothing new, but the ways in which data and technology are being used to power it are changing rapidly. Artificial intelligence (AI) provides businesses with new opportunities for cust...
16 Juni 202211min
Building Blocks to Boost Agent Retention & Performance
Nowadays, the business world is buzzing with words like "great resignation" and "digital transformation". While such changes profoundly affect people’s lives and careers, contact center agents are far...
9 Juni 20228min
What should you expect from an enterprise-grade attended RPA solution
Robotics Process Automation (RPA) is changing the way businesses operate. It can work independently or alongside people to streamline business processes. As RPA becomes more widely adopted, an increas...
23 Maj 202214min
Should We Educate Agents on AI?
Artificial intelligence has been making waves in the contact center industry for a few years now, and for good reason. AI-powered chatbots and virtual assistants are changing customer service for the ...
16 Maj 202214min
