Delivering a seamless and satisfying omnichannel customer experience that meets consumers’ high expectations has never been more important than it is today. But between the ongoing demand for voice-based customer support and the need for diverse communications, language, and technical skills, finding qualified, talented agents can be a challenge.
As children, we learn to read the printed word. We analyze the meaning of the text, absorb its message, and convert it into knowledge and opinions we can use. But there’s another type of literacy in which humans can be fluent.
When describing the relationship between marketers and creatives, words like complicated, delicate, and strained often come to mind. These professionals work toward a common goal, but their approaches can be vastly different. Each team has a unique background, and that affects how they work. What’s more, their reliance on each other can put pressure on both to perform.
Discover the five most important metrics when it comes to measuring successful chatbot customer service interactions.
Chatbots are fast becoming a preferred customer service tool for companies of all kinds. With the ability to address non-complex customer queries and route more nuanced calls to the appropriate agent, chatbot technology built on artificial intelligence (AI) creates a more convenient and satisfying customer experience.
Discover three ways artificial intelligence (AI) can help brands retain customers when used in combination with predictive analytics.
Recent controversies and changes in monetization are revolutionizing video advertising. Take a look at what the future holds for brands navigating new developments in digital platforms.
Discover these simple tips for how your small business can use location data and targeted marketing to enhance any online marketing strategy.
Is your marketing strategy fit for 2018? Stay on top of industry trends influenced by new technology, evolving consumer demands, and a dynamic social media landscape.
Discover three areas in the customer journey where artificial intelligence (AI) can help to better engage and satisfy consumers.
Let’s face it: There isn’t a business out there that doesn’t hope its content will go viral. Social media posts that reach this marketing apex can boost brand exposure, customer loyalty, and even sales. In order to fulfill that dream of virality, you first have to understand what motivates sharing behavior.
Discover how artificial intelligence is helping contact centers deliver a more effective and engaging customer experience.
When it comes to how a news story breaks, it's safe to say that no two are exactly the same. In our new series, "How the Story Broke," we will be analyzing major stories to determine why they evolved the way that they did. Whether a story is a Flash in the Pan, a Slow Burn, or an Inferno that spreads like wildfire, we have the insight into how it happened, along with ideas for where it's going next.
Social media plays a pivotal role in today's customer service journey. Through platforms like Twitter and Facebook, consumers can directly interact with companies and brands, find answers to pressing questions, and communicate with qualified employees without having to pick up the phone.
Learn expert tips and best practices for effectively ramping up customer service during peak periods.
Ramping up to meet seasonal demand requires communicating your company's employment value proposition and building fast connections between new hires and their work.