Interactions

MARCH 28, 2024

Dive in as this blog addresses the complexities of achieving excellence in CX within organizations, focusing on the dichotomy between pursuing quick wins versus investing in transformative, long-term innovations. Leaders at GoDaddy have focused on creating a contact center that balances human interaction with AI.

Surveys 62

Surveys Customer centricity Contact Center Chatbots 62

Creative Virtual

MARCH 31, 2022

The report breaks down generational responses into the following groups: Gen Z (ages 18-25); Millennials (ages 26-44); Gen X (ages 45-56); Boomers (ages 57-65). However, the expectations of Gen Z and Millennials are where your focus should be as you plan for the long-term.

Self service 105

Self service Surveys Customer Support Customer Service 105

3CLogic

FEBRUARY 7, 2024

In this blog, we’ll explore three common red flags indicating your contact center is falling behind, and, more importantly, we share strategies to help you get back on track. If you’re not already using AI, you might still question why you should. Success starts with an honest assessment of your organization's weaknesses.

Contact Center 59

Contact Center Cloud contact CRM Self service 59

Totango

MAY 17, 2023

Here are three insights I took away from TSIA. As CS evolves in its second decade, customer success practitioners’ deep insight into customer data and multidimensional health scores puts them in a more strategic seat. Generative AI can give our teams a boost in productivity by reducing time spent on day-to-day, repeatable tasks.

Sales 107

Sales Marketing Metrics APIs 107

Netomi

AUGUST 16, 2023

Generative AI is rapidly transforming the way we interact with digital systems. From the halls of Congress to the dorm rooms of TikTok users, generative AI is everywhere. Here is a compilation of thought-provoking Generative AI statistics.

Enterprise 52

Enterprise Chatbots Healthcare Entertainment 52

JustCall

MARCH 29, 2022

In this blog, we explore the emergence of such ‘Super Reps’ and what they mean for customer experience. However, the new-gen customer support is no longer cost-centric, but profit-centric. The agent-AI pairing is one of the key elements driving the CS 2.0 The Evolution of the Support Function. Meet the ‘Super Rep’.

Customer Experience 98

Customer Experience Upselling Coaching First call resolution 98

24-7 InTouch

JANUARY 23, 2024

While the shift towards comprehensive well-being programs was already gaining momentum before the pandemic, the global crisis accelerated this trend. Bridging Remote Work Challenges The shift towards a digital workforce and the widespread adoption of remote work models have had a profound impact on the well-being of individuals.

Metrics 52

Metrics Surveys Technology Personalization 52