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This article was written by Paul Joustra, Head of Transformation at Teleperformance. The more satisfied a customer is, the higher the chances they will make another purchase. And very satisfied customers often become advocates. But since the beginning of the pandemic, a significant change in...
4/6/2021 2020, what a year it has been. We all found different forms of coping to deal with the challenges of living with a global pandemic lurking—for some, it’s learning to cook, or reading books, or binge-watching a TV series. For most, one best way of “escaping” comes in the form of...
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Never before has the internet — and information we consume — been in such a considerable state of flux. We’re facing a true crisis of misinformation, where fake news is 70 percent more likely to be retweeted than true stories. The consequences of this cannot be understated, from affecting...
Opus Research’s report evaluated 13 firms to better understand enabling platforms & technology, integration points & scalability, track record and future vision for enterprise-scale conversational AI. For the fourth consecutive year, Opus Research has named Nuance the highest-rated...
Chris O'Brien | Marketing Manager Customer experience is a moving target. What a customer expects from your business is not only based on their past experiences with you, but also on experiences they’ve had with other businesses in general. As a society, the bar is raised on CX as soon...
With the devastating loss of lives and livelihoods, it’s strange to hear prognosticators speak of “opportunities in the New Normal.” But history tells us it’s true. If you want your organization to lead in the New Normal — or the Next Normal or whatever the recovery period is called — what are...
‘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...
Elizabeth Magill | VP Marketing. High quality customer service has always been the unsung hero of driving company profits, and the contact center experience often plays a key role in how that service is delivered and received. Back in 1990, a Harvard Business...
Chris O'Brien | Marketing Manager. Many of the things we used to consider reassuringly normal around the holidays have been upended by the events of 2020. We’re traveling less ( 46% of US travelers planned less travel this year) spending less (retail sales are likely to drop 10.5%) ...