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, …
Mobile
The Now Consumer: Make it Mobile
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 …
New Technologies, More Channels and New Opportunities for Fraud
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 …
4 things to think about when developing a self-service solution
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 …
SMS: Engaging Patients and Empowering Caregivers
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 …
Tackling mobile fraud – is that really your customer?
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 …
2016 Customer Service by the Numbers – A Year in Customer Service Statistics
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 Service Heaven Is Just a Virtual Personal Assistant Away
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 …
4 Trends for an Exceptional Customer Experience in 2017
2016 has been unforgettable and a banner year for some. It was the year Leonardo DiCaprio won an Oscar after six nominations. The year that astronaut Scott Kelly and Russian cosmonaut Mikhail Kornienko returned to earth after a record-setting 340 days in space. And, after 108 …
How Hotels Can Distinguish Themselves through Mobile Self-Service Solutions – A Day in the Life from the Vegas Strip
Mobile phones have become the ultimate travel companion for consumers as they express a growing preference and need to engage with hotels through channels such as SMS, web chat and chatbots that support these devices. This has opened up a whole new world of consumer …