Video Email: Your Secret Weapon in Improving cSat

/ May 23, 2018

The advantages of utilizing video email response to overcome low customer satisfaction.

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How the Best Brands Improve Customer Service

How the Best Brands Improve Customer Service: 5 Expert Tips

/ May 02, 2018

A critical element in any CX strategy is improving customer service. Here are 5 tips from some of the world's biggest brands.

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Don’t Make Your Customers Come to You: 5 Reasons to Embrace Mobile Channels

/ Feb 07, 2018

As mobile becomes more prevalent consumers will increasingly demand access to customer service through mobile channels. Embrace it.

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Opti-Channel Engagement

Beyond the Buzzword: Opti-Channel Engagement

/ Dec 11, 2017

Oh great, you’re thinking, I’m finally getting used to saying omni-channel! "Opti-channel” is much more than a new buzzword—it’s the next big CX differentiator.

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What You Need to Know About Measuring Customer Engagement

/ Nov 09, 2017

Measuring customer engagement should not be limited to "traditional" marketing metrics. Measurement should include customer service metrics such as accessibility, quality, and voice of the customer (VOC).

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Real-Time Analytics

Is Real-Time Analytics Right for Your Organization?

/ Oct 31, 2017

Big Data has been around for years, but the concept of real-time analytics has remained a challenge. But with current technological innovations, including automation and AI, that's all changing.

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Using Automation to Improve Data Integrity and Reduce Costs

/ Oct 17, 2017

Under the best conditions, quality review for tens of thousands of calls, emails, white mails, chats, texts and social media engagements each month is time-consuming and costly. Automation can help.

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From Piggly Wiggly to Chatbots in 100 Years

/ Sep 20, 2017

Chatbots are here to stay. Frank Pettinato traces their history back 100 years to a single grocery store owner's big idea.

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