Category: Blog

mouth

  Voice Is Not Something New… But It’s Definitely Improved Voice is not a new concept. It’s been around for decades and while it’s making its second trip around the sun, evaluating and analyzing how far it has come is truly a fascinating endeavor. For all of the super-hip, tech-savvy-millenials, you might as well put […]

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automation

What’s your approach to automation? When developing your business objectives and technology, a key component is evaluating the degree of automation offered by your technology platforms. Self-service and automated business processes often reduce costs while improving agent and customer productivity. Consider what you are doing to drive overall customer automation, expand the linkages between front-end and […]

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Toucpoints

  More Touchpoints, More Complexity Businesses have been advocates of touchpoints for quite a while. The crucial moments when consumers interact with a business seemed to be able to tell how happy a customer actually was. Unfortunately, the narrow focus of satisfaction at those moments actually gives us a rather distorted picture. The picture we […]

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customer service

    The Cloud and the Foundation of AI Everyone has heard the phrase “in the cloud”. Those white puff balls floating over head seriously contain a massive amount of information – enough to win wars and impeach presidents. While it’s fun to think that the condensed air balls forming animal shapes high in the […]

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