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Delivering exceptional customer experiences has become crucial for building brand loyalty, driving customer retention, and boosting revenue. However, traditional customer service models often struggle to keep pace with the ever-growing demands of...
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Customer service is rapidly changing thanks to advances in artificial intelligence (AI). Two types of AI that are having a major impact are...
3 min read
The insurance industry is rapidly adopting conversational artificial intelligence (AI) tools like chatbots and virtual agents to improve customer...
3 min read
Expectations for individual patient care have increased. Patients want to feel seen and heard by their providers. They also want to trust that those...
2 min read
Mosaicx Awarded “Best Agentless Payment Processor” for Enterprises Remend recognizes Mosaicx for its flexibility, product quality, company vision,...
4 min read
Artificial intelligence (AI) is transforming the contact center industry. While much of the focus has been on using AI to automate basic tasks and...
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Application programming interfaces (APIs) have become a vital part of software development, allowing different applications to communicate with each...
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Contact centers are undergoing a massive transformation. Due to Covid-19, call centers took a hit, as call volume increased and the amount of...
7 min read
In today's fast-paced and technology-driven world, there is a significant amount of interest in adding AI to customer service. Businesses are...
4 min read
The energy and utilities industry is on the brink of a revolution, thanks to the immense potential of artificial intelligence (AI). With AI,...
4 min read
How do customers want to get in touch with your company? Are phone numbers obsolete? What about email, chat, text, and social?
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Call center attrition is a persistent challenge faced by many companies across industries. The high turnover rate of call center employees can have a...
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The use of generative AI has sparked a great deal of intrigue and interest in recent years. This innovative technology allows businesses to quickly...
7 min read
Conversational AI has become immensely popular in recent years among businesses, users, and developers. With so many conversational AI platforms on...
12 min read
IVR and IVA are both technologies that allow customers to interact with a company without having to speak to a live agent. They have two purposes....
2 min read
Customer experience is an important part of any business. A good customer experience can lead to increased customer satisfaction, loyalty, and...
3 min read
We all know customer trust is important, but the stats reveal just how important. Studies show 81% of consumers say they will not do business with...
3 min read
In today's competitive business landscape, delivering exceptional customer experiences has become a crucial differentiator for companies across...
4 min read
In the past, customer experiences were either physical or digital. But today, more and more brands are adopting a phygital approach, which combines...
5 min read
Conversational AI is rapidly becoming a critical tool for businesses of all sizes. It can help businesses improve customer service, increase sales,...
3 min read
In recent years, there has been a significant increase in the use of conversational artificial intelligence (AI) in the form of chatbots and...
5 min read
In the realm of customer service, technology has led the way in driving significant advancements, with virtual agents emerging as one of the leading...
5 min read
AI is the future of organizational change management, revolutionizing the way businesses prepare and manage changes. This technology has the...
3 min read
Managing budgets and operational costs is a critical aspect of running a business. Operational costs refer to any expenses incurred during the daily...
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In today's hyper-competitive business landscape, customer experience and customer engagement strategy are both critical to ensure and improve...
4 min read
Today’s companies are more motivated than ever to offer a modern customer experience (CX) that helps them retain customers and build loyalty. A...
6 min read
Proactive outreach is a valuable tool to improve customer satisfaction and increase customer retention. From appointment reminders to follow-up texts...
5 min read
Business growth and success hinge on customer satisfaction and loyalty, which makes customer experience (CX) a critical focus for many businesses....
3 min read
Speech recognition technology has grown incredibly sophisticated—and popular. Many of us regularly take advantage of voice software on our phones and...
4 min read
While around 7,000 languages are spoken globally today, English remains the most commonly translated language. This translation focus can create a...
4 min read
Compliance is critical to organizations. However, organizations face a number of challenges in adhering compliance reporting to relevant security...
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Regardless of industry, technical issues are something every business experiences. Support tickets help organizations address technical issues that...
4 min read
Today’s healthcare professionals are met with various challenges that complicate healthcare communications and the patient experience. From staffing...
4 min read
Retail customers want shopping experiences that meet their expectations for immediacy, personalization, and quality. These expectations contribute to...
4 min read
Organizations and their contact centers communicate with customers across several mediums in our current multichannel environment. To communicate...
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HR operations are historically complex. Business leaders turn to HR managers to navigate organizational complexities with the least impact on...
3 min read
The customer journey is expansive. It involves every touchpoint (or interaction) a customer has with an organization, its products, and services.
3 min read
Customer experience and satisfaction are critical measures of success for utility providers. However, unpredictable service disruptions challenge...
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Customers value their relationships with the brands they trust. If their experience is anything short of stellar, the company could lose that...
4 min read
The market is hot with new, “intelligent” technologies that promise to improve the customer experience. With so many options, it is necessary to take...
4 min read
A traditional, on-premise contact center is quickly becoming a thing of the past. They need a lot of maintenance, require hard-to-find replacement...
6 min read
The evolution of digital transformation in the customer experience has made way for remote contact center expansion. Changes in customer demands and...
5 min read
When it comes to customer interactions, voice matters. Customers like to feel that their requests are understood when they contact customer support....
4 min read
Customers want to connect with brands across multiple channels on their preferred platforms. These shifting expectations have paved the way for two...
4 min read
Utility and communication service provider companies can sometimes struggle with historical stigmas of poor customer service or customer...
7 min read
A few signs may indicate that your business is ready to invest in contact center automation tools. Intelligent virtual agents (IVAs) solve today’s...
4 min read
Evolving customer service expectations push companies to rethink historical approaches to customer service and experience. Now, the contact center...
4 min read
The financial services industry is facing new demands. Today’s customers demand personalized banking services, but financial service institutions...
3 min read
Everyone is looking for an edge over their competitors, and customer experience management may be the best way to gain a competitive advantage....
4 min read
Customers need digital support around the clock. Businesses can turn to intelligent and automated solutions to support today’s demands, with...
3 min read
Providing an outstanding customer experience is essential, especially as businesses focus on modernizing communications to expand their existing...
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In today’s digital world, consumers are communicating with computers more frequently through conversational artificial intelligence (AI). Behind the...
6 min read
Not many people want to contact customer service. Usually, that means something went wrong, and it makes things worse when a customer doesn’t get...
4 min read
Can you have a natural-sounding conversation with a machine? Modern technology attempts to bridge the gap between human-to-human and human-to-machine...
4 min read
E-commerce and online shopping continue to increase in popularity among consumers. This shift has forced brands to enhance retail customer experience...
3 min read
The job market is undergoing a transformation, with people thinking critically about where and how they work. At the same time, consumer demand for...
3 min read
Contact centers are undergoing a transformation. Attrition is on the rise and costs to attract and retain talent are steep. At the same time, contact...
5 min read
Smartphones and smart speakers give users nearly anything they want at the push of a button. AI virtual assistants like Siri, Google, and Alexa made...
