How to Reduce Customer Service Costs and Raise CX with Analytics
Customer Experience Analytics: Definition, Examples and Benefits
Customer service is one of the most expensive and frustrating aspects for many business owners and operators. Despite your best efforts, customers still vent their frustrations on public forums, yet the source of their anger is not clear. Instead of making customer care improvements based on a customer’s impulsive Tweet or your gut feeling, there’s a better option: customer experience analytics. Read More >
7 Common Manufacturing Challenges (And How Communication Can Solve Them)
Although many people are bearish when talking about manufacturing — saying that “jobs are moving overseas” or “nothing is made locally anymore” — the U.S. is actually on track to become the world’s most competitive manufacturing country by 2020. Still, that doesn’t mean there’s a lack of modern manufacturing challenges. Read More >
13 Roles of Continuous Integration in QA (Quality Assurance)
Collaboration can be tough for any software company. That’s why developers came up with continuous integration to solve problems as they occur. But can this process be used in other ways? For example, how can you use continuous integration in QA? Read More >
10 Proven Champion-Challenger Optimizations To Improve CX
By Jay Harris, Senior Director of Client Operations
It can be a challenge keeping up with ever-changing customer demands. Consumer trends shift from one year to the next, and so must your communication plan.
But how can you afford to constantly try out new practices without breaking the bank? Well, a major U.S. pharmacy is one of many businesses that has achieved just that. They improved customer experience (CX) and raised prescription refills by 8.8 million thanks to one important strategy: champion-challenger testing. Read More >
13 Benefits of a Pilot Project Before Buying
By Peter Wulfraat, Vice President of Sales
Starting a new project can be exciting, challenging, and scary all at the same time. Whether it’s texting customer service or adding natural language to your IVR, you know a new technology solution has the potential to improve the customer experience, but how will your customers respond?
So how do you answer that question without paying for and implementing a full-scale solution? You start small and take it for a test drive with a pilot project. Read More >
3 Benefits of a Channel-Agnostic Platform
By Jarrett Schmidt, Vice President of Sales
When it comes to your communication infrastructure, which is better: multiple providers or just one?
If you said one, you may think it’s easier to have integrated solutions on one platform, managed by one entity. And if you said multiple, you must realize one provider’s tech may not always be the best at everything.
But you can get the best of both options with a provider that uses a channel-agnostic approach.
Send Your Callers to the Free Throw Line
Whether you are an avid college basketball nut, or were roped into the “madness” and took a more creative approach to team selection (Hey, those jerseys are neat!), there are 9.2 quintillion possible combinations you could have ended up with by the time your March Madness bracket was complete. That’s 9.2 billion written one billion times. You had a lot of tough decisions to make.
Data Can Be Your Customer Experience MVP
You’re gearing up for Super Bowl 51 this weekend, right? Imagine if you were settling in with your Best Buds (“King of Beers,” pun definitely intended) and discovered that it was aired via Pay-Per-View (PPV)…
Okay, don’t fret—this isn’t the case—but there are plenty of big TV events that are PPV-only throughout the year.
One leading cable/satellite company seized the opportunity for PPV viewership using proactive communications to promote an Ultimate Fighting Championship (UFC) event that would likely pique the interest of many subscribers.
It worked.
