SMS has become the most effective tool for businesses to communicate with their customers because of its ease-of-use, convenience and reach. Over 6 billion texts are sent every day and 97% of Americans use text at least once a day.
SMS enables customers to stay in …
Back in December, we announced the City of Mesa’s decision to deploy an AI-powered Aspect SMS chatbot to their residents for utility bill pay and more. The CIO of the 3rd-largest city in Arizona was cited in a piece by Government Computer News (GCN) with …
The Internet of Things is so yesterday… As Steve Case, former CEO of AOL, a company that formed our perception of the Internet like few others, writes in his book The Third Wave, the future will be about the Internet of Everything. The access to information, …
In some respects, the fundamental components behind a superior customer experience are not subject to change. Consumers have always, and will continue, to expect quick results from friendly and skilled contact center agents. But while the elements that create a superior customer experience may not …
Chances are, you or someone you know has been a victim of fraud in some way or another. According to a CNBC report, in 2016 hacked credit card fraud was close to $4 billion. One of the most popular types of fraud, account takeover—when a …
These days, consumers don’t always want to spend time chatting to an agent when they have a relatively straightforward issue to be solved. Although phone channels remain an indispensable part of any contact centre’s strategy, there are times when it’s faster and easier to let …
Dental professionals, like my dentist, recommend teeth cleaning every six months. I like to stay on top of it. I know that if I don’t schedule my next appointment while I’m there, I’ll likely forget to call or put off scheduling my next appointment. The …
With the decorations packed away and new year’s resolutions already in jeopardy, now’s the time for companies to be looking at 2017 and beyond and identifying what trends they’ll need to be ready for in the year ahead.
One area that every business needs to be …
From a customer service standpoint, we’ve established that 2016 was the year of the chatbot but that’s not the whole story. Omni-channel customer service, cloud contact centers, and personalization are all customer experience themes that grew in 2016 and will only continue to get stronger …
Customer needs and desires do not always overlap with business objectives: for example, cutting costs as a corporate goal does not benefit the consumer directly.
As for customer service in the past, cutting costs often meant the introduction of automation in the form of Interactive Voice …
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