It’s no secret that smart businesses are prioritizing customer needs above all else, and putting the customer first is imperative for them to compete. Consumers have high expectations for a great experience no matter where they interact with brands, therefore businesses are now forced to stop thinking about loyalty in terms of brand name and […]
In today’s marketplace we often expect our innovations to come from the technology sector. This means, when Facebook and Microsoft take a step to introduce artificial intelligence (AI) into human-reliant businesses—including contact centers—those of us in the industry can’t help but pay attention. The artificial intelligence tools in question, commonly referred to as chat bots, […]
The contact center is evolving. Focus on the customer experience has become increasingly critical to retention strategies and top-line growth, and brands are beginning to embrace the role of contact centers as hubs of customer engagement that will ultimately drive customer experience success. To meet ever-increasing customer expectations, contact centers are expanding their attention from […]
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