IVR and the Freedom to Speak

The changing nature of how customers interact with you makes employing speech technology for your IVR more important all the time. The touchpad is become increasingly awkward. The good news is: there are different levels of IVR speech—so you’ll be able to pick the functionality that fits your customers’ needs and your budget. Read More

Are you using Big Data to engage your Customers?

  Your organization’s contact center is a hotbed of data. Every interaction with the customer results in a wealth of information – some of it inferred, some of it explicitly stated – about the customer’s needs, wants and desires. This data offers organizations of all types and sizes an opportunity to take customer service to... Read More

Creating a Seamless Customer Experience Across Channels

How do successful companies provide a seamless experience for their customers across channels? With so many new communications channels and technology options - this is a more difficult proposition than ever before. Read this article to learn why a seamless experience can be a challenge to achieve, and to learn about USAN's solution for amazing... Read More

Utilities Customer Engagement: Still Many Challenges Ahead

Some utilities are improving customer engagement, but the number is surprisingly small. According to some surveys, only 9% of utilities have a clear view of the customers they service. How can you have great customer engagement if you don't understand customer expectations? Read this article to find answers that will help improve engagements with utilities... Read More

Customer Self Service: The Future is Now

Gearing customer service towards the next generation of customers has given some businesses a head start on tomorrow's marketplace. This doesn't mean that businesses are to forget about today's market and current customers. But the ability to anticipate what customers are going to want tomorrow gives businesses an edge on the competition. So what does... Read More

Financial Services Customer Engagement Means Customer Empowerment

Whether checking balances, transferring funds or paying bills, customers want to be able to access accounts any time of day, from anywhere, without relying on customer service call centers. Offering multiple channels through which customers can make inquiries and conduct transactions enhances self-service, and saves both the company and the customer time. Read More

Inspire Loyalty and Save Money with Great Customer Self Service

The internet, interactive voice response (IVR) systems and mobile apps have made self service a more efficient and cost effective option for many companies. Consider this. On average, it only costs a company $1 when a customer self serves as opposed to $10 for email service and $33 for a service phone call. That is... Read More

Process over Premise: Cloud-Based Call Centers

The driving force behind cloud-based technology, in general, is to address the market by adapting with agility to new trends and consumer demands. Considering that innovations in technology are frequently coming out in a cloud based format, many businesses with call centers find that cloud-based technology has this key advantage: integrating applications seamlessly, while accommodating... Read More

How to Provide Customer Service in Social Media Channels

Convinced social media servicing is an important initiative, customer experience management professionals are now looking for an answer to the question "How do I provide customer service in social media channels?" This article provides advice for companies looking for software to enable social media servicing. Read More

4 Requirements for Customer Self-Service Technology

Customer self-service capabilities provide your customers with the ability to get immediate service on their own, 24 hours a day, without picking up the phone. This has a direct effect on customer satisfaction and loyalty. However, one of the toughest challenges small to medium-sized businesses (SMBs) face is convincing the guy with the checkbook to... Read More

Customer Self Service Goes Mobile

One of the big trends throughout 2012 in technology was the explosion of smartphones and tablets. These smaller devices allow consumers to access the internet from anywhere. Cutting edge companies are taking advantage of this surge to provide mobile apps that allow for customer self service. Helping the customer self serve improves productivity as well... Read More

Customer Self Service – All the Right Options

Today's customers have more technology available to them than ever before and expect to be able to access information quickly. This is why more and more businesses are turning to customer self service portals and why more and more customers are coming to expect a self-service option. Read More

Call Center Software Provides Customer Service Metrics

Emphasis on call time and time to resolution yields rushed, impersonal interactions according to Zappos, a popular online shoe and apparel shop. Instead, Zappos has found a way to measure and reward behaviors that impact customer satisfaction most. It’s worked for them. But would their modern day performance metrics work for your business? Read this... Read More

Next Generation Contact Centers: Getting Social Right

Social media holds enormous potential, but the sheer volume of information along with customers’ higher expectations means that there are huge pitfalls ahead for companies that make social media mistakes. Next generation contact centers can help your company get social right. Read More