Inspiration & Insights Guiding Better Customer Experience

The 3 Why’s of Omnichannel Analytics

The 3 Why’s of Omnichannel Analytics The customer experience spans multiple channels. Plus, customers use these channels in different ways for different concerns. By analyzing only o...

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3 Significant Innovation Trends Powering the Future of Contact Centers

It can seem like a constant race to keep up with the burgeoning customer service channel options available to consumers today – direct messaging, call-backs, live chat, bots, social media,...

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5 Trends to Harness for Better Digital Customer Care

Digital customer care, also called digital customer service, means providing customer support using digital channels including chat, email, text (SMS), social media, social media messaging...

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Limiting the Risky Business of Outbound Compliance 

Outbound calling centers face a unique set of challenges due to the heavy regulation and consequences for script or legal noncompliance, as well as the high cost of operating a contact cen...

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Digital Customer Care Isn’t an Option, It’s a Requirement

Many companies have started to prioritize digital customer care programs, albeit at a slow pace, but some organizations are lagging despite huge shifts in the customer service industry. As...

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5 Budget Considerations to Futureproof Your Contact Center

Budgeting season is upon us, and this year it is more important than ever to get your contact center budgets right. But knowing how to best allocate budgets for the best results – and retu...

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