Three Ways to Improve Customer Experience with UC
Over the last five years, digital transformation has had a dramatic effect on the way all businesses communicate with consumers. And now, the focus is shifting to [...]
Chatbots: Customer Experience’s Secret
As innovative technology continues to burst into every marketplace, customer experience has become a primary focus for many organizations. Blake Morgan, an MBA professor at Rutgers University [...]
5 Things Customers Expect from a Modern Contact Center
Technology is constantly shifting the expectations that individuals have for the way they engage with the world around them. The relationship between a company and customer is no [...]
CX: The Shift from Call Center to Contact Center
In his 1998 book, The Experience Economy, Joseph Pine observed that the world was shifting in such a way that experiences would become the predominant economic offering — [...]
The Human Factor: Why Call Centers Should be More than Just Phones
Over the past 15 years, call centers have evolved from being perceived as simple channels that resolve customer concerns via phone to powerful sources of connectivity and service [...]
Three Ways Tellers Can Use Video Chat to Increase Customer Rapport
Traditional banks. Credit Unions. Online banking apps. Customers today have no shortage of options when it comes to managing their finances – they can find what they’re looking [...]
Simplifying Technology to Increase Patient Engagement
In the digital frontier of 21st century healthcare, providers and telehealth vendors can now be heard using acronyms that until recently had been mainly reserved for industries like [...]
Virtual Lollipops: Four Ways to Improve Patient Engagement with Telehealth
Across the industry, telemedicine is vastly expanding — with “adoption up to 65 percent for hospital respondents and 34 percent for physician practices,” according to HIMSS Analytics — [...]