Explore a wide range of customer service insights, trends, and strategies that shape the future of support.
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Listening to elevator music while waiting endlessly for a customer service agent to come on the line is becoming a relic experience for consumers. Today,
IoT devices and sensors produce five quintillion bytes of data every day, and a recent Gartner report estimates that by 2020 there will be more
Routing customers to the right agent is important for both the brand and the customer: it ensures that customers don’t have to be transferred from
In 2016, Microsoft CEO Satya Nadella declared that “bots are the new apps” during a company developer conference in San Francisco. He wasn’t the only
Today, brands have the luxury of being able to pick and choose the software tools that best suit their specific organizational needs. For example, there
Business to consumer brands require a specific B2C customer service solution. They’re dealing with massive scale, rely heavily on high customer satisfaction ratings — and
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