Blog Articles by Customer Engagement

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October 13, 2015

Shouldn’t a Company Understand Your Voice Like Siri and Cortana?

#Customer Engagement, #Modern IVR

When you call a company with a question, often its Interactive Voice Response (IVR) struggles to understand you.…

Author Image Hollis Chin
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October 09, 2015

Customer Service Week—One Big Wish for an Omnichannel Journey

#Customer Engagement, #Modern IVR

Customer Service Week has generated many articles with long lists of tasks that companies must do to improve their…

Author Image Hollis Chin
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October 09, 2015

How Are Leading Banks Driving Contextual Revenue Moments?

#Customer Engagement, #Modern IVR

Mobile and online banking have become table stakes today. That puts the banking industry at a tipping point when it…

Author Image Vijai Shankar
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October 01, 2015

Why Predictive Analytics Matter To Both Businesses and Customers

#Customer Engagement

Predictive Analytics – that is extracting information from data in order to predict future outcomes and trends – has…

Author Image Nick Mitchell
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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…

Author Image Kevin Payne
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August 18, 2015

Webinar: Acquiring New Telco Customers to Ease that Churning Sensation

#Customer Engagement

The communications industry can be tough. To stay profitable, wireline/wireless providers, cable companies and Internet…

Author Image Vijai Shankar
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August 17, 2015

SpeechTEK - Still Crazy (and Relevant) After All These Years

#Customer Engagement, #Modern IVR, #Virtual Agent (Chatbots)

The old Paul Simon song “Still Crazy After All These Years,” might be a good theme song for SpeechTEK, the annual…

Author Image Hollis Chin
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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…

Author Image Kevin Payne
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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…

Author Image Kevin Payne