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The Contact Centers For Customer Service Playbook For 2021
Transform The Contact Center For Customer Service Excellence
Customer service is at a tipping point. Customers contact enterprises more often and via more channels; they shift between channels seamlessly and even use multiple channels simultaneously....
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Report The Case For Asynchronous Messaging: Apple Business Chat, Messenger, WhatsApp
Just Supporting Web And Mobile Chat Is A Missed Opportunity
Consumers love messaging, at least when it comes to keeping in touch with friends and family. But brands have lagged in offering asynchronous messaging conversations with their customers. This...
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Report Human Customer Service: The Overlooked Opportunity For Breakaway CX Differentiation
January 24, 2020 | Karine Cardona-SmitsWhen customer service is delivered by human employees, it boosts loyalty, enriches the firm's understanding of customer needs, and can even present cross-sell and upsell opportunities. But many...
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