Blog Articles by Customer Engagement

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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
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July 30, 2015

Not-So-Secret Formula for #1: Better Chat at Less Cost

#Customer Engagement

[24]7.ai recently became the world’s largest chat provider, with more than 5,000 dedicated chat agents. How did we get…

Author Image Hollis Chin
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July 24, 2015

I Have a Smartphone. So Maybe You Could Show Me What You’re Talking About?

#Customer Engagement, #Modern IVR

The best part about a smartphone is the visual display. Recently I got an email from an online retailer saying that an…

Author Image Hollis Chin
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July 23, 2015

The Data Conundrum: The Give and Take of Data to Get Smart Customer Service

#Customer Engagement

We are in a data conundrum. Brands who are looking to exceed customer expectations need their customers’ data to…

Author Image Scott Horn
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July 20, 2015

Natural Language on Steroids is Key to Caller Engagement

#Customer Engagement, #Modern IVR

So, you’ve invested a lot of time and money adding natural language capability to your IVR. You hoped it would help…

Author Image Hollis Chin
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July 17, 2015

Customer Experience Listicle: Top Analysts to Follow

#Customer Engagement

If your time constrains you to following a limited number of customer experience analysts, this listicle is for you.…

Author Image Hollis Chin
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July 12, 2015

How to Lose a Customer Fast: Learnings from the [24]7 Customer Engagement Index

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

How are businesses losing customers? The ability to capture and share images and reactions from angry customers is now…

Author Image Scott Horn