Blog Articles by Kevin Payne

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November 02, 2015

Is Your IVR Costing You Customers?

#Customer Engagement, #Modern IVR

IVRs have been workhorses in customer service seemingly since the dark ages. But too many of them have been ignored by…

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October 30, 2015

Sure, Omnichannel Would Be Cool. But How Do You Start?

#Customer Engagement

Maybe you’ve been there: A big meeting about how your company is going to make its online customer experience truly…

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October 27, 2015

Stop Making It Hard to Be Your Customer

#Customer Engagement, #Virtual Agent (Chatbots)

Why is it so important to understand customer effort in your digital channels? Because when you make it difficult it…

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August 24, 2015

Get Your Chat Ready for the Holidays —There’s No Time Like the Present

#Customer Engagement

Warning: Your competitors are getting chat ready for the holidays. When your customers start shopping for the holidays…

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August 11, 2015

Is Your IVR a Dinosaur? Here’s How to Evolve It

#Customer Engagement, #Modern IVR

Is your company resigned to living with an IVR that’s stuck in the Jurassic era? It seems like that long since the…

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August 07, 2015

How Will Self-Service and Assisted-Service Make Customers Happier?

#Customer Engagement

Many people are unhappy or just plain miserable when they try to resolve issues on the phone or online. Poor customer…

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June 18, 2015

How Predictive Experiences Became Possible—and Why You Should Care

#Customer Engagement

Years of interacting with customers online has come down to this: people expect companies to understand who they are…

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June 08, 2015

Spark Summit 2015: Learn How We “Spark” Better Customer Experience

#Customer Engagement

We talk a lot about how our predictive analytics capture intent so your customers get experiences that boost…

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May 20, 2015

Is Your Company Asking These 8 Questions to Improve Chat?

#Customer Engagement

We work with companies at practically every stage of implementing chat, from still-using-static-buttons to talking-in-…