Pandemic Preparation Can Be Contagious

Taylor Reach Group

The questions addressed in this post are how we keep ourselves safe and healthy, and how can we prepare and continue to operate our contact centers in the face of a rising pandemic; for if it isn’t COVID-19 it will be something else. By Colin Taylor.

The Need for Customer Experience is Based on Science Not Myth

Natalie Petouhof

Tweet The need for customer experience to improve is not a myth. In fact, here’s why. Noted psychology researcher and writer Mihaly Csíkszentmihályi observed in 1998 that people who perform seamless, sequence-based activities on a regular basis are happier than people who don’t [i].

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SmartAction Sees Record Growth Against Backdrop of Achieving Profitability


Los Angeles, CA – February 11, 2020 – SmartAction®, a leading provider of AI-powered Virtual Agents for contact centers, today announced that it closed 2019 with record growth driven by an 80 percent increase in sales bookings for the year while achieving profitability ahead of schedule.

SmartAction Names Former Convergys CEO, David Dougherty, to Board of Directors


The former Convergys Chief Executive Officer becomes the latest addition to SmartAction’s Board of Directors to assist in the growth of its top-rated AI-powered virtual agent solution for contact centers.

Purchasing Power’s AI-Powered Virtual Agent Wins Top Honor for Excellence in Self-Service


The Frost & Sullivan Customer Contact Awards are the “People’s Choice Awards” of the Customer Service industry, rewarding excellence and outstanding achievement among practitioners and service providers across a broad range of categories. “In

SmartAction Responds to Aggressive Adoption of its AI Virtual Assistant Solution for Call Centers, Appoints Brian Morin as Chief Marketing Officer


With AI adoption within contact centers at an all-time high, the Los Angeles based company is prepared to scale its impact as the market searches for omni-channel automation approaches to offload the conversations handled by live agents today.

B2B 52

The Differences Between B2B and B2C Customer Journey Mapping


Here’s a formal definition from persona thought leader Tony Zambito in 2002: Buyer personas are research-based archetypal (modeled) representations of who buyers are, what they are trying to accomplish, what goals drive their behavior, how they think, how they buy, and why they make buying decisions.

Customer Rage Study Podcast: Interview With Scott Broetzmann and Mary Murcott

Connecting the Dots

This podcast is brought to you by the Center for Services Leadership, a groundbreaking research center in the W.P The Center for Services Leadership provides leading edge research and education in the science of service. Carey Center for Service Leadership. CCMC ~.