by Brad Richards | Dec 12, 2018 | Technologies, Trends
Don’t Just Sample – Stream Sentiment Data to Improve Service and Satisfaction 12 DECEMBER 2018 By: Brad Richards Sampling customer experiences is not new. It’s also not enough given advances in software that provides a more complete, continuous view. Interpretation is...
by Joe Galvin | Dec 7, 2018 | Technologies, Trends
Canadians Fight Back Against Service Providers as Telecom, Internet and Now TV Services Falter 07 DECEMBER 2018 By: Joe Galvin Canada’s federal watchdog for telecom complaints, the Commission for Complaints for Telecom-Television Services, said last month it is...
by Brad Richards | Nov 29, 2018 | Trends
Converting Customer Analytics into Corporate Performance Improvements: Don’t Stop at Data Collection 29 NOVEMBER 2018 By: Brad Richards There’s no question that successful brands are investing in collecting data on existing customers to retain them and grow their...
by Brad Richards | Nov 20, 2018 | Technologies, Trends
Contact Center Compliance Is A Team Sport: Customer Experiences That Meet Regulatory Guidelines 20 NOVEMBER 2018 By: Brad Richards Contact centers have evolved dramatically and as we head into 2019, we’re seeing an acceleration of innovation being driven by a...
by Brad Richards | Nov 12, 2018 | Partners, Technologies, Trends
Cloud Contact Has Never Been More Intelligent: Bringing AI to All Interactions 12 NOVEMBER 2018 By: Brad Richards As call centers become contact centers, and as contact centers become customer engagement and Customer Experience (CX) centers, our industry has moved...
by Brad Richards | Nov 7, 2018 | Technologies, Trends
Making Omni-Channel Analytics for the Enterprise Easier to Access Than Ever 07 NOVEMBER 2018 By: Brad Richards A report by Gartner predicts that by 2020, more than 80% of customer interactions will be serviced by chatbots and non-human agents. Earlier this year,...
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