Customer Engagement

Making Voice Your Biggest Brand Opportunity

As part of the digital transformation of customer experience, we’re embracing conversational artificial intelligence (AI) and...

Predictive Chat Would Have Saved an Espresso Machine

Shopping online is easy and convenient and, in most cases, it offers more options and benefits than purchasing the same item...

Act in Real Time: Hit the Bullseye of Prospect Conversion

Back in the 1980s, there was a popular dart-themed TV quiz show in the U.K. called Bullseye. Teams had to answer questions, throw...

Balancing Resilience in the PureCloud Application

Many cloud companies focus on developing cool, new features, but buyers want service reliability over shiny objects. It’s...

Why You Shouldn’t Use Your Billing System for Collections

If you’re looking for ways to improve your accounts receivable productivity, one of the first places to look is at your...

Getting It Right: Customer Experience Satisfaction Surveys

When it comes to customer experience, you know that customer satisfaction is paramount to making sure your brand or company not...

It’s Time to Level Up Your Call Center

Let’s face it: Having your call center in the cloud is becoming table stakes. Whether you’re already in the cloud or still...

Happy Customer Service Week

“The customer is always right.”That phrase is credited to Harry Gordon Selfridge, founder of London department store...

Imagine if… Customer centricity was at the heart of every interaction

Imagine if your cloud-based services enabled you to make every customer feel like your only customer. Australian personal...

3 Cures for the Side Effects of a Bad Customer Experience

Ask any customer service supervisor about the side effects of bad customer experiences and a common theme will emerge. The side...

IVR Data Is Gold in Your Move to Voicebots

The green trend is growing as more people recycle, whether it’s plastics, paper or scrap metal. But, in technology, we still...

Recognizing Customer Experience Stars

Think back to the best customer service you experienced recently.According to a State of Global Customer Service report by...

Keep Up With Customer Expectations and Your CX Will Live Happily Ever After

Once upon a time, there was a company whose bad customer service was legendary. The customer expectation was this: When customers...

Celebrate CX Day With a Fresh Approach to Personalization

Happy CX Day! Today is a great time to celebrate the fact that we live in the experience economy.As consumers, the experience...

Take a Moment for International Podcast Day

In the early 1900s, two French brothers named Édouard and Ándre had a problem: demand for the car tires they made was lagging....