Artificial Intelligence (AI) is the future and the present. It’s something which has become a crucial element to a massive range of fields and industries. Most of the advancement of AI is connected to data and analytics — an industry that has seen a lot of recent growth and increased...
The Northeast Contact Center Forum (NECCF) consistently brings together the right mix of professionals to facilitate an exchange of ideas among contact center professionals. That’s why I enjoy going to their events such as this year’s annual fall event. NECCF events consistently focus on practical, applicable outcomes: The most cost-effective...
Today’s customers experiences finely tuned user journeys every day. They know how easy it is to hire a rideshare company, get food delivered to their front door, or any number of other experiences. They also know when a customer experience has too much friction. These difficult experiences might not sound...
There is a clear point of emphasis across the contact center industry: everyone is looking to digital channels for success. Contact center leaders working with customers from every industry realize the critical importance of fast, digital access to solutions. By leveraging digital connections, self-service capabilities streamlining straightforward interactions, and new...
The best digital transformation hinges on a few critical elements that combine to greatly improve CX and earn customer loyalty. Are you working to transform your customer experience? Some companies and CEOs are under the impression modern digital transformation is all about beating their competitors in the market by attracting...
Robotic Process Automation (RPA) increases efficiency and makes agents’ lives more enjoyable, but Visual IVR is the key to successfully merging that efficiency with customer service channels. Robotic Process Automation (RPA) is transforming CX and customer care. The ability to automate the repetitive, tedious tasks often occupying personnel in back...
Premiere CX professionals are improving customer satisfaction by asking five key questions before applying automation and AI to interactions. Our constantly-connected digital world has created a culture with lightning-fast service expectations and a customer base that is perfectly content switching loyalties after only one or two disappointing service experiences. With...
A new business model for self-service automation is maintaining profits and helping Business Process Outsourcers stand out from the competition. (781) 739-2770 Today’s digitally connected, instant-gratification society demands fast responses and smooth experiences. Modern consumers expect service in seconds using self-service, automated solutions. To stay relevant in the On-Demand Economy,...
Digital transformation is at its best when implemented purposefully and methodically, avoiding the negative repercussions of forklift overhauls and disruptive paradigm shifts. Modern businesses in every industry have realized the power of technology. “Digital Transformation” has landed on the roadmap of many corporations. The phrase is popular, but some business...
Modern customers demand fast, easy-to-access solutions to common customer service questions. To make the leap to digital, insurers should focus on this critical business strategy: Customer experience (CX) and customer care have become one of the most critical components of customer satisfaction for every insurance provider. Today’s digital world has...
Vendors, visitors, and speakers were in agreement — these two takeaways are central to customer service, CX, and contact centers in 2019 and beyond. The 2019 Northeast Contact Center Forum (NECCF) Conference & Expo held at Gillette Stadium hosted close to 400 industry professionals who, despite the rainy weather and...
Success in customer service and automation follows success in planning for the right amount of automation in the right places. Understanding how to properly automate will be key to excellent CX going forward. Automation has fundamentally shifted the future of many industries. Customer service and customer experience (CX) are no...
The path forward for Utility Customer Care is one of balance between fast-paced changes and an evolutionary approach. Customer experience (CX) and customer care have become one of the most critical components of customer satisfaction for every utility. Modern consumers expect services delivered quickly whenever they want, through whatever channel...
Market research and customer surveys are incredibly useful in some cases, but real innovation must look past customer comments and see what causes pain points Working at a company committed to making real improvements to customer experience and the CX industry, our teams are always eager to attend regional meetings...
Customer experience and interactions are critical to brand reputation and success today. Here are a few tips to keep in mind when planning your customer experiences and touchpoints. Our modern, customer-centric world makes customer experience (CX) more critical to brand success every day. New technology means customers interact with our...
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Zappix transforms the user journey during customer service interactions with an AI-Powered Digital Engagement Platform- engaging through Digital Outreach, deflecting inbound inquiries using Digital Self-service, and optimizing agents’ activities using Digital Agent Assist. The cloud-based platform enables workflow automation, rapid developments, and integration to back-end systems and provides an actionable Analytics Suite.