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Discover the top CX tech trends for 2025 with Frost & Sullivan, including hyper-connected contact centers, AI automation, and VoC insights.
Changing customer service needs mean companies need to transform the role of the agent – and a technology strategy that Gartner calls the Connected Rep can help.
We sneaked a behind the scenes look at the man in red’s contact center. How does it cope with millions of interactions, without disappointing any (nice) children?
Given how fast the technology is developing, there is a growing fear of AI among contact center agents. However, while AI will impact their roles, it is more likely to augment, rather than replace them.
A lack of customer control is one of the biggest gripes people have when interacting with companies. Endless call queues, long wait times for answers and confusing online information all impact their experience.
In a fast-moving world, companies need to embrace proactive customer service to effectively address consumer needs. They must value customer time, minimize effort and deliver service seamlessly.
Customers, more than ever, expect an omnichannel experience. They want the convenience of being able to move seamlessly between different digital and human channels.
Understanding their journeys and keeping up with those expectations across every stage of the relationship are both critical to ensuring that customers have a great experience.
As consumer expectations rise, businesses are increasingly focusing on building empathy in customer service interactions. With agents handling more complex queries, building a rapport with customers is vital to reassure them, improve the experience, and better meet their needs.