Home » Contact Center

Buzzword-Free Advice for Getting Started with Your Own Customer Service Bots

This month, we’ve been looking at chatbots for digital customer service. We started off with our summary of the excellent Dashbot panel on building enterprise customer service chatbots. Next, we looked at chatbot trends and facts to know…

Read More »

Customer Service Chatbot Success Stories to Learn From

Chatbots for customer service are still new and unfamiliar to many, and it can be difficult to identify use cases that customer service chatbots could be useful for. So we’ve put together a profile of four very different…

Read More »

Infographic: Customer service chatbots in 2018 – trends and facts to know

It can’t be denied that consumer preferences for customer service channels are shifting more rapidly than ever, with the rate of consumers who identify digital channels as their preferred mode of  communication ever on the rise. Unfortunately, the…

Read More »

Barriers to Digital Transformation: Finale

In our last post, we discussed the challenges of poor leadership engagement and the seven types of bias that create risk-averse culture: Loss Aversion Bias, Status Quo Bias, Fundamental Attribution Error, Confirmation Bias, Existence Bias, Familiarity Principle, and…

Read More »

Top Barriers to Digital Transformation: Part 2

In our last post, we talked about the slow pace of digital transformation, identified five top barriers to digital transformation, and reviewed the first barrier: the cost of maintaining legacy systems. Today we’ll continue what we started and…

Read More »

The Top 5 Barriers to Digital Transformation

It should no longer come as a surprise to anyone that digital technology has revolutionized the business landscape. With the recent announcement that Apple has become the first trillion-dollar company in history, digital technology is set to be…

Read More »

Why your digital customer service solution needs to include email

In our previous post, we looked at the hidden costs of digital silos for digital customer service agents; namely that multi-tasking reduces productivity and makes us less resilient. Research shows that digital customer contact centers are losing as…

Read More »

The hidden costs of digital silos

The call center has undergone a drastic transformation in the past decade. More and more, call centers are becoming customer contact centers, where customer service agents provide support over a variety of channels – phone, email, live chat,…

Read More »

Technology brings efficiency, but it can’t replace the desire for human contact

As news continues to come out about Google Duplex AI and it’s conversational AI capabilities, it has prompted speculation about what the implementation of voice assistants smart enough to sound human could mean for the future. What does…

Read More »

Integration means never having to say goodbye (to existing voice solutions)

As digital communication technology continues to grow and evolve, it can be overwhelming for companies looking to keep up with shifting consumer expectations for digital customer service. For companies who have invested heavily in voice solutions for customer…

Read More »