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10 Apr Capital One's SMS Notification Evolves Into Customer Interaction

By: Chad Wright

As a customer of Capital One, I signed up to receive SMS notifications when a recent charge hits an account to prevent both fraud and to track online purchases of my four children. The buzz word of the day is “bots” and the need to use natural language and artificial intelligence as the next “game changer” in support of your customers. The Capital One story provides some interesting tidbits on the benefits of a proactive notification strategy and its link to the development of a first generation chatbot.

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13 Mar New Design Methodologies Drive an IVR Revival

By: Chad Wright

The buzz in the customer care industry always tilts in the direction of the shiny new object. Customer engagement on social media, chatbot assistants powered by artificial intelligence, and continued migration to the cloud continue to receive the most press coverage. It appears that a forgotten and perhaps neglected service channel, Interactive Voice Response (IVR), is once again driving customer value and showing up in industry publications due to new design methodologies.

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2 Feb Top 3 Customer Service Trends for 2017

By: Chad Wright

I just did a quick Google search and realized that I could read or watch about 10 million blogs, whitepapers, and webinars on the infamous “top 5” or “top 10” trends related to customer service. I estimate that it will actually take until 2019 to get through all the material so perhaps I will miss out on 2018 altogether. Bad humor aside, I thought I would list 3 customer service experiences that need to end in 2017. I could do 5, 10, or probably 20 but here is the top 3:

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18 Nov Time To Remove Your Customer Service Silos

By: Chad Wright

Now that the Presidential election is beyond us, the last 18 months highlighted what a sharply divided country we live in today. The polarization and passion for political candidates reminded me of customer service channels in the world in which I eat, sleep, and drink. We have witnessed incredible improvements to the much hated interactive voice response (IVR), the launch of text based self-service, Facebook Messenger opened a new channel, and analytics software continues its adoption to drive both engagement and improvements to our agents.

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10 Nov Increasing Customer Engagement with Automated Reminders

By: Jason Domsky

The past several years have brought many exciting developments in client contact automation. One of the best of these is the appointment reminder, typically in the form of an email, text or automated call. The customer gets a phone call reminding them of an existing appointment. Sometimes they're given a simple step to take (a link to click or a number to call) if they need to cancel or reschedule.

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