The coronavirus pandemic has forced a wide variety of industries to rethink how they do business and to fast-track plans for digital transformation. The telecommunications business is no exception. To…
A good customer support experience requires a delicate balance of providing great service while reducing agents’ workloads. On one hand, a huge number of support tickets are overwhelming workers, resulting…
Don’t look twice, but you’re losing B2B customers to sites that offer a B2C experience. B2B customers are also B2C consumers. They refuse to wait more than one second for…
In our previous piece, we explained how your customer service agents could benefit from an insight panel. From helping them find the right information faster, to knowing what a customer’s…
In a previous article we addressed how, despite having machine learning, digital merchandisers are forced into manually managing synonyms. We showed how it is tedious, laborious, non-scalable – and error-prone.…
It’s no secret that marketing is about being relevant to prospects. It’s how marketers are able to get people to open their email or stop scrolling long enough to click…
Machine learning has given us a golden opportunity to build better customer service experiences — for customers and agents — based on what people actually want to achieve. It’s also…
It’s a big ask, this constant push for service leaders to do great by customers — while simultaneously cutting costs. Layer in a level of unpredictability unseen in recent years…
I’ve been advising companies on how to improve Support outcomes for nearly 20 years. Most of these efforts involve investments in new support technology and begin with, “Tom, how will…
With the accelerated advancement of digital transformation, Customer Support teams have more channels and more data than ever before to manage. The 24/7 nature of commerce today means Customer Support…
