Customer Service Is Still Not Human Enough
As the race towards automation and efficiency through the use of AI self-service tools continues in customer contact centers, the consu...
June 14, 2022
Technology
January 20, 2022
Telecom CX Is Key To Diminishing Churn
With an average annual churn rate of 27% (in some segments, it rises to well above 50%), the telecom industry has long been faced with ...
September 16, 2021
Building Customer Relationships During The 5th Industrial Revolution
According to the World Economic Forum, we are standing at the threshold of the 5th Industrial Revolution (5IR).
Loosely described ...
July 20, 2021
Digital Transformation In The Contact Center
While it may come as a surprise to many, the term “digital transformation” has been part of the business vernacular for nearly three de...
April 05, 2021
Do It Yourself or Do It For Me? A Crucial Contact Center Strategy Consideration
From auto repair or home improvement in our personal lives, to accounting or marketing services in our professional lives, the decision...
March 25, 2021
The Value of Proactive Customer Service
After completing a comprehensive study of more than 6,000 consumers, Gartner points to the many benefits of a proactive approach to cus...
April 09, 2020
Converting Face-to-Face Training to Virtual Training On the Fly
Over the course of my career, I’ve been an advocate for ongoing employee development. In other words, I’ve always believed that traini...
February 05, 2020
Consider your Remarketing Strategy in Light of Used Vehicle Market Fatigue
In a recent video commentary, KAR Global’s Chief Economist Tom Kontos reported that after seven months of consecutive average wholesale...
August 26, 2019
Is your company ready for new CFPB collection call limitations?
The Consumer Finance Protection Bureau is ready to implement new regulations to limit the frequency of collection calls to consumers. ...
August 07, 2019
Innovation Is Shaping The Auto Industry
I recently took part in a panel discussion at the Automotive Intelligence Summit, a C-level meeting of the minds for executives at comp...
12