By Frost and Sullivan | Jun 17, 2021 | CC, CCE, CCS, CCW, CX Blog, Featured
We have all weathered unprecedented changes in the last year, and those changes will continue to reshape the very nature of customer contact and customer engagement as we know it, now and well into the future. As the customer contact industry continues to evolve, it’s...
By Colin Crowley, Vice President of Customer Experience, Freshly | May 31, 2021 | CC, CCE, CCS, CCW, CX Blog, Featured
In this new world of remote work, an increasingly large number of companies appreciate that greater employee engagement is a key component of maintaining a happy, high-performing remote workforce. As a result, there is fairly substantial literature online about how to...
By Mike Bowman, Director of Servicing Operations, ECSI | May 24, 2021 | CC, CCE, CCS, CCW, CX Blog, Featured
Considering infusing Artificial Intelligence into your customer service channels? There are a number of reasons why you should! At first, our team at ECSI was skeptical about chatbots. Did we have enough technical ability to manage it? What would our customers think?...
