Blog Articles by Customer Engagement

Blog Image
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
Blog Image
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
Blog Image
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
Blog Image
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
Blog Image
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
Blog Image
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
Blog Image
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
Blog Image
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
Blog Image
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