Microautomation-background-image

Blog

14 Mar The Race for Location Accuracy

By: Faysal Tay

The race for location accuracy to 2021 is on!

Back in 2015, the FCC passed a rule requiring carriers to deliver more accurate location data for 80% of calls by 2021. What seemed to be a pie in the sky is slowly becoming a reality.

US regulators caution that 10,000 lives could be saved each year if the 911 emergency dispatching systems were able to get to callers one minute faster.

Read More

9 Mar Incorporating AI into Your Contact Center

By: Sachin Duggal

In the past year, there have been numerous content pieces about Artificial Intelligence (AI) and the future of work in general. While self-driving and cars and robot butlers are fascinating topics, AI's applications customer service and customer experience (CX) are much more accessible and is permanently transforming how customers interact with brands.

Read More

13 Feb Customer Focused Measures to Keep in Mind

By: Jeff Buzhardt

You’ve taken the first step and moved a self-service/digital deflection customer service model for your contact center. You put together a sophisticated set of checks and caller-driven options to respect your customer’s time.

Read More

19 Jan The Role of the Phone Channel for Healthcare Contact Centers in a Multi-Channel World

By: Sachin Duggal

I was recently working with a Healthcare Insurance operations executive servicing Medicare. She had some interesting perspectives on providing customer service through their web portal as opposed to their phone-based call center. The thought was that the portal was a more logical and cost-efficient pathway for self-service. The phone channel comes with costs to support infrastructure and agents, and can also be a slower pathway for customers to resolve several types of issues. I can appreciate why someone would have this perception. But looking deeper, keeping a robust phone channel still makes a lot of sense and should be an integral part of your customer service strategy.

Read More

7 Dec The One Key to Unlocking the Customer Service Mobile Gateway

By: Jason Domsky

Customers still call customer service for inquires, this has not changed. They want to use other channels to communicate, but as soon as they encounter any form resistance, they call. They then transfer to agents at an alarmingly high rate. What is the “key” to unlocking Digital Deflection? It is their mobile phone number.

Read More
All

POPULAR POSTS

Posts by Topic

see all
New Call-to-action