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Digital ExperienceThe cost of customization in the contact center
Leading brands have always understood the power of delivering great customer service on a one-to-one basis. Now, the pressure is on to use technology to scale that level of personalization. Discover expert tips on striking the right balance without breaking the bank.
People & CultureHow to enhance your hiring process with Recruitment Process Outsourcing (RPO)
The benefits of Recruitment Process Outsourcing range from cost savings to a higher caliber of staff — but first, you have to find the right RPO partner. Here’s how to optimize your talent acquisition efforts without busting your budget.
Digital ExperienceTechnologyBuilding your tech company's customer support toolset for scale
When a fast-growing tech company is rapidly growing, it can be tough to take time out to fine tune certain elements of the business, including customer service. Here are some tools to consider when building your customer support tech stack for scale.
Customer ExperienceBest practices for superior customer service through text message
Discover best practices to ensure your brand can successfully execute the unique nuances of SMS-based support and increase customer satisfaction in the process.
Cloud & IT LifecycleStanding on the shoulders of giants: Advice for conducting a successful digital transformation
Discover three key pieces of sage advice from leaders who underwent digital transformation projects in this guest post from IDC’s VP of Customer Care and CRM.
Customer ExperienceMillennials: The industry killers?
Search the partial phrase, “Millennials are killing…” and you’ll be presented with a lengthy list of options — but is industry killer a fair label to give Gen Y? Learn how brands can tailor the customer experience to meet the needs of this unique generation.
Customer ExperienceThe benefits of outsourcing CX and IT in India
If you haven’t considered India as a potential outsourcing destination, here’s why it may be time to reconsider.
People & CultureSelf-care in the contact center: A win-win for your team and your business
By virtue of its name, ‘self-care’ is personal, but that doesn’t mean companies don’t play a role. Discover initiatives that promote self-care in the contact center to ensure your greatest assets are healthy, engaged and inspired.
Customer ExperienceHow direct-to-consumer brands turn customer service into word-of-mouth marketing
Word-of-mouth buzz as a marketing tactic can be a game of chance unless brands strive to consistently give customers something to talk about — and genuinely stellar customer support is always a favorite topic of conversation. Discover the customer service fundamentals of leading direct-to-consumer brands.
Customer ExperienceTechnologyThe tipping point: When should fast-growing companies stop ignoring customers?
Sometimes the best thing a fast-growing tech company can do for its customers is ignore them — or so says LinkedIn co-founder Reid Hoffman. But, how do you recognize that critical moment when ignoring customers could actually be detrimental to the company?
Digital ExperienceThe do's and don'ts of customer service automation
What aspects of your customer experience should you automate, and which should be left to human agents? Learn how and when automation works best.
Digital ExperienceHealthcareThe rise of conversational bots in healthcare
27 percent of consumers would rather answer sensitive health questions posed by virtual assistants than by people. Learn more of the reasons why conversational bots are now at the forefront of healthcare investment strategies.
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