Delivering Value Above and Beyond through Proactive Service in Customer Contact Functions Against a backdrop of global economic uncertainties ...

Customer contact centres in Asia face a unique challenge: excelling in a market rich in cultural diversity. This report dives into how these centres are adapting to meet the ever-changing demands of customers across a complex tapestry of languages, customs, and traditions.The key to succes ...

Traditionally, customer service has focused on delivering reactive support to customer needs on the channels of their choice. However, wi ...

Across industries chatbots are adapting to meet consumer needs, reflecting human behaviors modeled by the most experienced agents to create an ef ...

Despite the proliferation of contact channels available to customers nowadays, call centers have never gone anywhere. In fact, they’re only growing in popula ...

In the era of digital-first interactions, the demand for seamless, accurate, and user-friendly customer service is higher than ever. As organizations strive ...

Struggling to keep up with rising customer expectations and fierce competition? The future of contact centers is here, powered by Intelligent Automation (IA ...

Businesses are doubling down on customer service investments, digital transformation, remote work, and cloud technology at an unprecedent ...

What does the future of automation look like for the world of customer care? To truly revolutionize how we approach customer contact strategy, we need ...

Did you know that 96% of customers believe that excellent customer service is what results in trust? With numbers like that, it's no wonder that customer care ...

Is your Company as Good as they Think at Customer Experience? Find out now in our Customer Service Excellence Benchmarking Report. This report in ...

Rapidly changing consumer demand has made it necessary for contact centres to update themselves to keep up and continue to provide exemplary service to their customers.< ...

In today’s increasingly virtual world, customers are demanding more than ever before from the companies competing for their hearts, minds, and wallets. To win in this new digital economy — where trust and connection are currency — it is imperative to build authentic relationships across ...

In practice, self-service is a major source of frustration. The traditional IVR has long been the epitome of inefficiency, and sati ...

Contact centres have long been the primary point of connection between a brand and its customers - but expectations are changing. Standards for excellent customer service are increasing, and since the pandemic erupted across the globe, enterprises must learn to navigate a new normal. T ...

Customer expectations for Web 3.0 are sky-high. The emerging metaverse signifies a major shift in how consumers spend time and money. The next ...

By blurring the lines between an innovative virtual experience and a hands-on in-person interaction, customers have set a precedent that requires seamless, reliable, and effective support at every touchpoint. With customers no longer differentiating between a digital or traditional service experi ...

Many organizations have traditionally viewed each interaction a customer had with a brand as exactly that, a single inquiry, ticket, or conversation. However, businesses today need to view each interaction with a consumer as an opportunity to improve customer lifetime value (CLV). Custo ...