Customer Team Resources

"Actionable insights” is a phrase heard often in descriptions of analytical products. But what makes an insight actionable and what does this mean in customer support? In order to be actionable, an insight must meet these six criteria...

Now, before you get all upset - I get it. Not every customer needs to have their handheld by an agent for every use case. And there is absolutely a place for chatbots, callbacks, switching voice calls to digital, better self-service content, etc. But just because these technologies exist, doesn’t mean every conversation should be deflected ...

In the world of customer service, quality and experience are not only the goals - they’re the currency by which organizations show value to their customers. Automated QA promises to make this as effective in a fraction of the time. But does it actually work? And if so, how?...

This scary season, there’s a lot to be afraid of. Neighborhoods transform into cemeteries. Ghouls, witches, and monsters roam the streets to feed (mostly on candy). But all these are very obvious, intentionally overdone elements of Halloween, which because they are easily visible renders them less scary. What’s truly scary this time of year is what you don’t see – or even know about. And today, that’s AI bias....

The contact center is perhaps the most underappreciated part of most organizations. Unloved by customers. Labeled a “cost center” by execs. But in seemingly paradoxical fashion, “customer experience” has been put on a pedestal as a critical discipline by which businesses distinguish their products and services. How can these two contradictory concepts coexist?! ...

Both companies and customers often have misconceptions about the capabilities and limitations of chatbots. In this blog, we will explore the top six aspects that companies - and their customers - get wrong about using chatbots for customer service....