CX Trends You Need to Watch in 2018 [White paper]


It’s time to look at your customers as teammates rather than as opponents. It’s time to reboot your customer experience game. Here is the reality: A poor (or even worse, unmemorable) customer experience (CX) has led to a resounding “Game Over” for many businesses in the last few years.

New Year, New Agents: How AI is Breathing New Life into Customer Service

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I’ve already provided my overall predictions around AI in 2019 , but another area I think we’ll see a dramatic shift away from the status quo is in how customer service teams work overall and, fundamentally, how they approach and grow in their careers. While customer experience is front and center these days, the experience of the customer service agent often gets overlooked. Here’s why: Chatbots will handle the grunt work. So here we are, 2019.

Hear Tony Medrano’s Benchmark CallTalk Podcast Recording


Bruce: Contact centers are under increasing pressure to become profit centers and leverage new channels of engaging customers. Live chat is growing in use–especially among millennial customers–and chat communications can be optimized using machine learning in order to improve engagement, reduce cost and grow sales. Some contact center leaders believe that sales opportunities need to be sacrificed in order to provide the best customer experience.

Top 5 Customer Service Trends to Look out for in 2017


In 2017, customer service trends will continue to drive success. Customer service is the new marketing, don’t you know? Some customer service trends will fall by the wayside, others will be increasingly decisive. This shift in customer priorities demands that businesses adapt.

CRM, Social Media, Marketing and More — Everything You Need to Know About Customer Engagement Software


Customer engagement software is a modern invention that takes care of a modern problem. After all, it wasn’t until the rise of the internet that media became democratized , and the one-way communication model between companies and customers was shattered.

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