Happy Friday! Here’s our picks for the best customer service, customer experience, bot and mobile…
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Happy Friday! Here’s our picks for the best customer service, customer experience, bot and mobile…
Read MoreIt’s an exciting time to be involved the customer service and communications space. There are…
Read MoreBusiness communications have traditionally been person to person—someone answers the phone, sends an email, etc.…
Read MoreBoth technological capabilities and consumer preferences are evolving faster than ever before, which amplifies the…
Read MoreThis guest post is written by Erica Strother Marois, the Community Specialist at ICMI. We’ve all…
Read MoreAs we look back on 2015, it’s tempting to refer to that age-old adage: “The…
Read MoreToday’s customer service is becoming increasingly digital—35% of interactions now take place on digital channels.…
Read MoreToday’s self-service is becoming more and more prevalent, spreading across channels from web to voice…
Read MoreSelf-service has been around for generations, from the advent of personal shopping in grocery stores…
Read MorePeople hate IVR, everything from its automated voice to its endless wait times to its…
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