Call Center Customer Experience Customer Service
I recently talked with Jeff Toister, founder of Toister Performance Solutions and author of The Service Culture Handbook: A Step-By-Step Guide to Getting Your...
Contact Center Customer Service Knowledge Management
The COVID-19 crisis will lead many contact centers and companies to activate their business continuity plans. Whether or not it’s the first time, no plan...
Customer Service Voice Service Voicebot
For Silicon Valley experts, voicebots have long been the next major technology revolution after the cell phone. And many consumers in Germany can no longer...
Chatbot Customer Service Service Automation
ChatbotCon above all stands for one thing: Knowledge around Chatbots. And this is exactly what the virtual conference on October 6th conveyed. Here are some of...
Horst is a real star in the Telekom network. Almost everyone likes him, even though he is one of those annoying types who asks for a favor after responding to...
Chatbot Customer Service Data Security
Some consumers prefer chatbots to real sellers, but despite impressive pilot projects they are yet to meet the demand for widespread use - is it worth the...
Customer Experience Customer Service
“He chose poorly.” We all remember the scene in Indiana Jones & The Last Crusade where the guardian of the holy grail cautions Harrison Ford to choose wisely...
Customer Experience Customer Service Digitale Trends
While Customer Experience (CX) is clearly an important component of companies’ strategy, it must nevertheless be able to provide clear and measurable success...
Customer Experience Customer Service Digitale Trends
What is customer experience, anyway? What is all the hype about? Is it just one of the many trends that happen to be in vogue at the moment, but will soon...
Customer Experience Customer Service Knowledge Management
CX Expert Roundtable with Leslie O'Flahavan, Craig Stoss, Nate Brown, Jeff Toister & Arian Swinscoe. Customer Experience or CX is a critical competitive...
Customer Service Knowledge Base Knowledge Management
A knowledge base article is like an apple. A fresh, crisp apple makes a wonderful snack, bakes a delicious pie, and brightens a green salad. But a mushy,...
How hard is it for a customer to reach an agent in your company? Are callers madly pushing “zero” like lab rats in an attempt to escape your IVR? Are they...