Blog

Mar 09 2019 Incorporating AI Into Your Contact Center

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In the past year, there have been numerous content pieces about Artificial Intelligence (AI) and the future of work itself. While self-driving and cars and robot butlers are fascinating topics, AI’s applications in customer service and customer experience (CX) are here now and are permanently transforming how customers interact with brands. Contact center decision makers may be […]

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Feb 13 2019 Customer Focused Measures To Keep In Mind

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You’ve taken the first step and moved a self-service/digital deflection customer service model for your contact center. You put together a sophisticated set of checks and caller-driven options to respect your customer’s time. How do you know they are working? Are they yielding the results you desire and/or expect? The only way to know is to […]

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Jan 19 2019 The Role Of The Phone Channel For Healthcare Contact Centers In A Multi-Channel World

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I was recently working with a Healthcare Insurance operations executive servicing Medicare. She had some interesting perspectives on providing customer service through their web portal as opposed to their phone-based call center. The thought was that the portal was a more logical and cost-efficient pathway for self-service. The phone channel comes with costs to support […]

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Dec 07 2018 The One Key To Unlocking The Customer Service Mobile Gateway

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Customers still call customer service for inquires, this has not changed. They want to use other channels to communicate, but as soon as they encounter any form resistance, they call. They then transfer to agents at an alarmingly high rate. What is the “key” to unlocking Digital Deflection? It is their mobile phone number. Why […]

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Apr 10 2018 CAPITAL ONE’S SMS NOTIFICATION EVOLVES INTO CUSTOMER INTERACTION

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As a customer of Capital One, I signed up to receive SMS notifications when a recent charge hits an account to prevent both fraud and to track online purchases of my four children. The buzz word of the day is “bots” and the need to use natural language and artificial intelligence as the next “game […]

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