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Latest insights
People & CultureSelf-care in the contact center: A win-win for your team and your business
By virtue of its name, ‘self-care’ is personal, but that doesn’t mean companies don’t play a role. Discover initiatives that promote self-care in the contact center to ensure your greatest assets are healthy, engaged and inspired.
Customer ExperienceHow direct-to-consumer brands turn customer service into word-of-mouth marketing
Word-of-mouth buzz as a marketing tactic can be a game of chance unless brands strive to consistently give customers something to talk about — and genuinely stellar customer support is always a favorite topic of conversation. Discover the customer service fundamentals of leading direct-to-consumer brands.
Customer ExperienceTechnologyThe tipping point: When should fast-growing companies stop ignoring customers?
Sometimes the best thing a fast-growing tech company can do for its customers is ignore them — or so says LinkedIn co-founder Reid Hoffman. But, how do you recognize that critical moment when ignoring customers could actually be detrimental to the company?
Digital ExperienceThe do's and don'ts of customer service automation
What aspects of your customer experience should you automate, and which should be left to human agents? Learn how and when automation works best.
Digital ExperienceHealthcareThe rise of conversational bots in healthcare
27 percent of consumers would rather answer sensitive health questions posed by virtual assistants than by people. Learn more of the reasons why conversational bots are now at the forefront of healthcare investment strategies.
Customer ExperienceWhy China has become a world-class outsourcing destination
Discover how China’s emerging high-tech sector and focus on innovation have made it into an attractive outsourcing location for global brands.
Customer ExperienceFinancial Services & FintechHow to structure chat services for financial brands
Chat support provides financial services firms an opportunity to build customer trust, while maximizing the customer experience, but only when implemented correctly. Discover tips to effectively structure your chat services.
Digital ExperienceEight principles of a mobile-first strategy
Building an effective mobile-first strategy requires adhering to eight simple rules — all of which are designed to capitalize on mobile technology while better serving your customers. Discover the eight principles that are integral to creating a mobile-first strategy and a better customer experience.
Customer ExperienceHow to hire a contact center that 'gets' your brand
Hiring a contact center is a big decision. Discover the keys to finding a customer experience partner that will set your brand up for long-term success.
Digital ExperienceFinancial Services & FintechCreating a virtual assistant for effortless financial services
Where do financial services companies new to the world of AI and bots begin in their digital journey? Discover tips from leading brands in the industry, including TD Bank and Standard Chartered.
People & CultureOptimizing your workforce to meet your 2019 goals
Understaffing and overstaffing your contact center both come with serious consequences. Find tips on how to maximize your workforce efficiency and effectiveness in the year ahead.
Digital ExperienceTravel & HospitalityThe difference between good and great travel and hospitality customer service
There’s often a fine line between “good” and “great” customer service. Discover four ways travel and hospitality brands can take their customer experience to the next level.
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