• Why Video Can Differentiate Your Customer Experience
    Companies looking to differentiate their customer service - live or self service - should heed the statistics and understand that video is a key communications channel today that has potential to add value to their engagement capabilities.
  • Why You Have to Measure CSAT and How to do it Right
    While the strong majority of businesses say they deliver excellent customer service, customers largely disagree, showing clearly that business beliefs are not in line with customer expectations.
  • CCaaS on Display at Channel Partners
    This week, Channel Partners provided the stage for CoreDial to put omnichanel on display. Demonstrations of the CoreNexa contact center solution will be taking place in booth #545 for the entirety of the event.
  • Are You Mapping Customer Journey?
    In order to fully understand what motivates customers and to be able to adjust processes, it's important to look at and analyze the entire customer journey.
  • Avaya Furthers Partnership with Nuance to Add AI-based Natural Speech to Self-Service
    Self-service is important to the contact center for many reasons. For starters, most people who get in touch with your company WANT to resolve their own issue without the need for waiting to speak with a human agent. Agents would burn out quickly if they answered the sa…
  • Visual Engagement Technology: Overcoming an Over-Reliance on AI in Customer Engagement
    There's little debate that the emergence of Artificial Intelligence (AI) has captured the hearts and minds of thought leaders, business people, government regulators, consumers, and virtually every constituency that uses technology.
  • How to Succeed with Proactive IVR Campaigns
    While Interactive Voice Response (IVR) systems have been in use for decades and are still a key part of customer service, new technologies including mobility, and a coinciding evolution in customer lifestyles, including an increased demand for self service, are changing…
  • Noble Systems Making Contact Center Migration to Cloud Easy
    A single code base make transitioning any contact center to the cloud an easy process that doesn't require re-training agents.