Blog Articles by Kevin Payne

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April 24, 2015

Natural Language—Why Companies Are Gearing Up to Hear You Better

#Customer Engagement, #Virtual Agent (Chatbots)

“Natural Language” has come a long way. This ability for computers to understand what people say or type started in…

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April 20, 2015

Take Advantage of Customers Mobile-First Expectations

#Customer Engagement

Most of us live on our smartphones, relying on them for communication, information, directions and entertainment. It’s…

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February 13, 2015

Boost Your NPS Up to 20 Points by Being Smart about Chat

#Customer Engagement

We get many questions about ways to increase Net Promoter Score (NPS), which measures how likely customers are to…

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January 30, 2015

How Chat and Virtual Agents Can Work Together to Best Serve Customers

#Customer Engagement, #Virtual Agent (Chatbots)

The ideal experience for a customer is getting the information they want with minimal effort. If I’m on your website…

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January 08, 2015

The Last Mile in Digital

#Customer Engagement

There will be 45 billion customer service calls in 2015 . Voice calls handled by agents is not a scalable and…

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December 19, 2014

’Twas the Day Before Christmas

#Customer Engagement

'Twas the day before Christmas and at Emma's house, her dad was in a panic… he needed his mouse (and his computer)! He'…

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December 10, 2014

How Will Smartphones Impact the IVR?

#Customer Engagement, #Modern IVR

According to eMarketer there are 1.75 billion smartphones in use worldwide today and the number will grow to 2.5…

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December 08, 2014

Implementing Best Practices for Effective Chat Operations

#Customer Engagement

Companies have increasingly shifted their customer service and sales from voice agents to chat agents. Forrester…

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October 27, 2014

Email is great! (But not for Customer Service)

#Customer Engagement

I love email. It is great when time isn’t a critical communications factor. When you’re a customer with an urgent…