There’s a reason why the first question 911 call takers typically ask callers is, “Where is your emergency?” Quickly identifying a caller’s location is critical. It allows for rescue personnel to be dispatched rapidly to the scene of an emergency. Most 911 callers don’t realize how challenging it can be for dispatchers to determine their location. If calling from home, callers may assume 911 call takers already have the location information. Read More >
Not every piece of new customer experience (CX) technology has the potential to completely replace a tool most of us use every day. Yet that’s what’s possible with rich communication services (RCS), the customer texting solution that could replace SMS and MMS for good. Read More >
Just as soon as technology changes, customer expectations change, too. So before purchasing new CX tech, you must run a contact center assessment to see if that technology will truly meet your goals. Read More >
The enterprise working environment is changing rapidly due to the global health situation surrounding Coronavirus. Companies are asking employees to ban non-essential travel, meet customers and internal stakeholders via video collaboration platforms and, in some drastic cases, to work from home. Read More >
On a list of ways to keep people healthy, medication adherence must be near the top. Studies have found that 40 – 50 percent of patients with chronic conditions don’t take their prescriptions. This has led some to call medication non-adherence “America’s other drug problem.”
Medications don’t work if patients don’t take them. Medication non-adherence is believed to cause 100,000 deaths and $100 billion in medical costs every year. Some patients forget to refill. Others stop after noticeable symptoms recede. And for many, medications are perceived to be too expensive. Read More >
If customer service plays an important role in your business, you’ve probably heard the term “cloud contact center.” But if you’ve had a premise-based contact center for years that’s operated well enough, the idea of having a contact center in the cloud might raise a few questions. Read More >
In today’s crowded marketplace, it’s harder than ever to attract new customers and build loyalty with first-time buyers. Here’s the fact: when customers have more options, price and product are not enough to differentiate you brand anymore. Customer experience has become the third differentiator, and it’s becoming more important than the other two. As customers seek enjoyable buying experiences, follow these steps to optimize customer experience at your company in the next year.
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Last updated: December 13, 2019
If your enterprise is migrating to Microsoft Teams, you can start using Dynamic E911, Microsoft’s new cloud-based E911 location tracking feature integrated in Teams, which is now generally available for all environments. With the FCC’s recent adoption of dispatchable location rules, Teams’ new location tracking feature comes at a perfect time. However, one question remains: how will your enterprise’s 911 calls and location information be routed?
Not long ago, grocery shopping happened solely in-store, and banking was done with the help of a human teller. But the internet, social media and mobile devices have dynamically changed this relationship, and consumers have come to expect much more from their brand communication. It’s crucial to know what customers want from customer service. Read More >
From small business owners to global influencers, chatbot customer service has been hyped as one of the most important customer experience solutions for businesses today. No matter what the customer is buying, be it software from an online giant or carnations from a local flower shop, a chatbot may be there to help drive the purchase. So for business owners and IT pros who want their bot to stand out, be sure to consider an NLP chatbot and conversational UI. Read More >
