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Survey Says: Smart Home Experience Should Be Simpler
The Taylors were delighted with their smart security system and decided to expand their connected home to include smart entertainment...
Steering the Shift to Conversational IVR
Interactive voice response (IVR) allows a company’s computer system to engage with customers through voice and touch-tone telephone keypads. From...
Smart Home Support: 4 Technologies to Simplify Service
Smart Home technology is expected to become a $151.4 billion market by 2024. However, it still has a long way...
5 Augmented Reality Use Cases From Leading Enterprises
Changing the way we’ve always done things can require some out-of-the-box thinking. In this article, we’ll go through five Augmented...
5 Steps Towards a Successful Self-Service Strategy
Self-service is finally coming of age, with leading enterprises embracing the paradigm of customers helping themselves. In fact, Gartner predicts...
Next Issue Avoidance – How contact centers can preempt follow-up calls
Many common customer issues can be easily predicted. An expired credit card means a payment won’t go through. A purchase...
Creating a Collaborative Contact Center Culture
Customer support centers everywhere are moving towards a collaborative contact center model, introducing positive changes among the staff in order...
A Consistent Customer Experience Strategy = Satisfied Customers
Consider this example highlighting the importance of a consistent customer experience. Sam travels often for business. On his last trip...
The Future of Self Service: Are We Prepared?
More companies than ever are tapping into the power of AI customer service technologies to enhance efficiency and positively impact...
The Contact Center of the Future in the Distributed Workforce Era
As customer service leaders envision the contact center of the future, a key question is whether agents will need to...
Reduce Machine Downtime with a Unified Visual Maintenance Strategy
According to Aberdeen Research, 82 percent of companies experience unplanned machine downtime, costing as much as $260,000 an hour, resulting...
AI Proof of Concept Fails in Customer Service: 4 Lessons Learned
It’s a sobering statistic: 85% of AI Proofs of Concept fail to deliver on their initial promise. This article explains...
AR in the Automotive Industry: The Tech That’s Driving A New Future
Augmented Reality is on the verge of changing how we live, work and play. And it’s also changing the way...
4 Ways Agents Can Help Create the Ideal Customer Journey Map
Customer journey maps provide invaluable insights into a company’s processes but all too often, they’re created in a vacuum with...
How Computer Vision Applications are Changing the World
Computer Vision is the field of Artificial Intelligence that enables computers to understand and analyze the real world. Using Deep...
