Blog Articles by Customer Engagement

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February 18, 2015

Turn Your IVR Into a Digital Customer Service Engine

#Customer Engagement, #Modern IVR

I recently called a government department and, at first, its Interactive Voice Response (IVR) coped well with my…

Author Image Nick Mitchell
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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…

Author Image Kevin Payne
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February 06, 2015

Do You Have What It Takes to Create a Center of Customer Excellence?

#Customer Engagement

Gartner is preparing to introduce its inaugural Magic Quadrant for the Customer Engagement Center. It'll be a great…

Author Image Hollis Chin
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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…

Author Image Kevin Payne
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January 16, 2015

Digital Self-Service in 2015 – What to Expect

#Customer Engagement

With respect to digital self-service, if last year is any indication of what to expect in 2015, then we’re in for some…

Author Image David Lloyd
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January 09, 2015

Are You Proactive or Reactive in Your Approach to Service?

#Customer Engagement, #Virtual Agent (Chatbots)

The following is a guest blog post by John Goodman, Vice Chairman of Customer Care Measurement and Consulting Many…

Author Image Guest Blog Post
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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…

Author Image Kevin Payne
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December 22, 2014

Trends to Watch in 2015: Digital is the New Black

#Customer Engagement

I speak with clients, executives, and technologists from many different industries all the time with the goal of…

Author Image PV Kannan
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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'…

Author Image Kevin Payne