Bots from Hype to Reality
There is certainly no shortage of hype around the topic of artificial intelligence (AI). Every day we find grand proclamations about the arrival of...
Keys to Contact Center Success
Contact centers are constantly evolving due to the explosion of burgeoning technologies. With this being said, how do managers implement contact center best practices...
Going Beyond Chat
The modern association with online customer service often revolves around an experience with live chat. While it’s certainly not the only channel that customers...
On the Podcast: Building a Customer Obsessed Culture at Kustomer
On the latest episode of Movers & Shakers, Rob Bailey, COO of Kustomer, discusses customer experience (CX) and everything that goes into making the...
The In-Person Customer Experience
The concept of the online, in-person customer experience is still relatively new, yet the possibilities are continuing to unfold as we now have the...
Introducing the Digital Salesperson
The Role of a Digital Salesperson
Take your average, traditional salesperson. Most people instinctively know a salesperson as someone who is relentless in getting you...
Converting Online Quotes to Sales
Each year, J.D. Power releases its U.S. Insurance Shopping Study. The study for 2016 revealed that while insurers are investing in more digital channels...
What is Voice of Customer?
Whether you’re asking for opinions or not, customers offer them and give feedback on just about anything. Thanks to the availability of online channels...
Why the Phone’s Days are Numbered
The concept of the phone call as we know it is in the process of dying a slow but eventual death. At nearly 140...
Podcast: Understanding What Customers Really Want at Philadelphia Insurance Companies
Building out a Customer Service organization in today's business environment isn't easy. Customer demands are always changing and expectations are at an all-time high....