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Latest insights
Trust & SafetyThe most critical Key Performance Indicator (KPI) in social media customer service
Customers fire up Facebook and Twitter to sound off on problems they’re facing right now — and they want a quick answer to match. That’s why time-sensitive KPIs have become key metrics for many companies providing social media support.
Digital ExperienceTo chatbot or not? Can automation boost response time and consumer trust?
Before bots become universally accepted, brands need to work out a few kinks. Bots represent an opportunity to provide faster service but an over-reliance on this technology can damage brand credibility. Booking.com, 15Below and IDC share insights.
Digital ExperienceDon’t react, be ready: Why data is the key to preemptive customer service
Many contact centers are so focused on basic cost-savings tactics, such as reducing handle times, that they de-prioritize predictive customer service. This article explores the big benefits of adopting preemptive customer service methods.
Digital ExperienceThree ways call centers can tap into Voice of the Customer (VoC) – tips from big brands and industry experts
VoC is about getting to the bottom of brand perception. Learn how Zappos and Southwest Airlines are tapping into VoC, and read what John Goodman, Customer Experience 3.0 author, says about customer surveys.
Customer ExperienceEmail customer support: Striking the right balance between personalization and automation
Email is still the most-used service channel world-wide. But how do you personalize email while maintaining efficiency and controlling costs? Learn these tips to both automate and personalize, even at the same time.
Customer ExperienceFive ways to ensure your email customer support program is mobile friendly
Despite other digital channels, email still ranks as a top (even preferred) customer support channel. But as consumers continually adopt mobile devices, the need for email to be mobile friendly is critical. Read these tips for mobile email support.
Customer ExperienceOptimizing email for the modern customer service environment [Best practices study]
While chat and social media customer support seem ‘way cooler’- email remains more appealing than ever, ranking as the number one option for support for those under the age of 55. Optimize your email support programs with these tips.
Digital ExperienceWhat to consider before moving your contact center to the cloud – security, technology and costs
According to research, 90% of companies who have made the leap to a cloud contact center are satisfied with the move. But that begs the question for those who haven’t transitioned yet: should they make the leap too? Experts share what to consider first.
Digital ExperienceHealthcareHow big data and tech trends are changing the healthcare customer experience
From telemedicine, to data-driven care, to wearables, this article shares the current trends driving healthcare tech today and how it will change the customer experience going forward.
Customer ExperienceCommunications & MediaWhat telecoms are doing right in customer service – Best practices from Telstra, TELUS, and Republic Wireless
To avoid major outages, Telstra used aerial drones to inspect cellular sites and transmission lines for signs of trouble. Here are a few other ways telecoms are keeping up with customer service demands.
Customer ExperienceWhat to consider when outsourcing video chat and SMS customer support
Businesses are increasingly expected to offer support by way of emerging channels. But before your company adds live video chat, Facebook Messenger or SMS to a ‘Support’ webpage, there are things to consider.
Customer ExperienceSix ways to make the most out of outsourced chat support for both customer service and sales
Data shows that customers love chat customer service. But when it comes to outsourcing this support channel, what should you consider to keep CSAT high? Here are six tips from industry experts.
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