Amazon Stop Hiding Your
Customer Service

Michael Moritz and George Shaheen on Staying Relevant and Focusing on Customers

#Digital Transformation

How do you make your business relevant for tomorrow? I had the pleasure of interviewing some of the brightest minds in…

A New Breed of Agents Requires a New Breed of Tools

#Agent Services, #Modern IVR, #Contact Center

“Today’s agents are predisposed to searching for the solution over and over again. They don’t directly retain…

Turn Your IVR Into a Digital Customer Service Engine

#Modern IVR

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

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

#Chatbots and Automation

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

The Last Mile in Digital

#Digital Transformation

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

[24]7 and IntelliResponse: In Many Ways a Perfect Pairing

#[24]7.ai Updates

Today [24]7.ai announced the strategic acquisition of a great company that is the market leader in virtual agent and…

Email is great! (But not for Customer Service)

#Digital Transformation

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

How Many Things Can You Juggle?

#Chatbots and Automation

We all multi-task. You’re probably considering texting while you read this. I don’t know about you but I find that…

Intelligent Virtual Assistant Best Practices

Virtual agent technology has many different names like virtual assistants, intelligent virtual assistants, VAs, online…