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Ready to modernize your contact center? Assess trends with care

‘Tis the season for contact center trends, predictions, and “must-watch” lists. Many analyst firms provide reports that explain and prioritize the relevance or importance of these trends, but one of the most succinct summaries to put contact center trends into perspective is the Gartner...


Blog Entry
Experts Reveal: The Benefits of Automated CX Testing

Clara Eckel | Marketing Manager. Contact centers weren't always the AI-driven, predictive, omnichannel complex operations they are today. Once upon a time, customers found companies' contact info in the yellow pages, and "dialed directly into a particular person with the...


Blog Entry
Why Data Will Power the Future of the Contact Center

by: Andrea Paul, Content Marketing Manager June 3, 2020 Until now, the omnichannel, cloud-based, 360-degree customer view-enabled contact center was mostly a pipe dream, touted by technology vendors and thought leaders, with a majority of businesses falling short of this gold...


Blog Entry
Look for the Helpers: Technology's Role in Keeping Us Connected in Times of Crisis

In this moment of crisis, when the majority of the population is self-isolating at home, technology is an even more vital tool for streamlining crisis communications between companies, their teams and their customers. Prior to the COVID-19 pandemic, IDG's 2019 Digital Business reported 91% of...


Blog Entry
How A Customer Service Chatbot Could Really Help Your Business Right Now

Increasingly, brands are looking for innovative ways to meet rising customer expectations and remain relevant in a digital-first world. One such tactic is to use chatbots and automation to streamline manual and time-consuming processes and to improve the customer experience. Customer service...


Blog Entry
Coronavirus and Contact Centers: Practical Solutions for Business Continuity

As the number of confirmed cases of COVID-19, or coronavirus, increases across the United States and around the world, businesses are expressing valid concern around how their staff, customers, and day-to-day captive centers and BPO operations will be affected. To maintain employee safety as...


Blog Entry
The Weatherman Effect: Using Data to Improve the Customer Experience

Data is key to understanding customers and predicting behavior, intent and outcomes. But can customer experience analysts replicate the modern success of meteorology? Tornadoes, or as we call them here, twisters, are a common sight in Texas. 100 years ago, when we wanted to find...


Blog Entry
KPIs for Digital Customer Support: New and Improved Ways to Measure Success

Digital customer support is new and exciting – bringing a world of possibilities for boosting customer loyalty and lifetime value (LTV). But how do you measure results? Key performance indicators (KPIs) can help prove your success in digital customer support and can also help you continuously...


Blog Entry
Fully Automated Customer Service: The Myth and the Reality

37 percent of customers say they would prefer to get immediate assistance from a chatbot over waiting just three minutes for a human. We’re all becoming used to interacting with automation. In fact, we often prefer it. From Siri to Alexa to automatic bill payment, automation has become...


Blog Entry
How a Difference in Approach to AI + Bots Impacts Business Outcomes

By Allison O'Holleran, Product Marketing Manager at Helpshift Many AI + Chatbot providers in recent years have convinced brands that deploying their technologies will result in an improved customer experience while reducing operational inefficiencies and associated costs. Yet many of those...