Interactions Blog

The labor shortage is affecting every industry. Learn how brands can address common challenges in this blog.

The contact industry is ripe for change and the decades old model needs a transformation. Those who react will reap significant benefits and others will be left wondering what happened. Learn how businesses need to change to keep pace in this blog.

Omnichannel didn't work out like many brands had hoped. Learn how optichannel delivers a better customer experience in our blog.

Learn about the President of Interactions, Cathal McCarthy and his viewpoint about customer experience, digital transformation, and more.

Companies are still having trouble using customer experience as a true differentiator. Learn the 5 mistakes that are hurting your customer experience (that you think are helping) in this blog.

Many brands are now stopping to evaluate why their digital transformation is not progressing as fast as they wanted. Learn 5 reasons digital transformation in your contact center may not be achieving the goals you set in this blog.

The revenue impact of patient leakage on health systems can be detrimental. The good news is that self-service scheduling technology can help. Learn more in our blog.

What's the difference between the terms customer service and customer experience? What about customer journey? Learn how understanding the difference between these terms can ensure that contact center technology is successful.

Even though technology is improving, customer experience seems to be getting worse. Why is this happening and how can brands use technology to actually improve their CX? Find our in our blog.

Providing customers with the easiest way to get things done can not only keep your customer happy, but can also keep business processes streamlined. Learn how simplicity plays a role in a better customer experience in this blog.

The promise of omnichannel–a seamless integration of automated self-service across digital and voice channels– had us believing that customers could call a business, pause the conversation, and then pick up the same conversation without losing context through texting. In reality, there are only a handful of companies who have achieved this. Why? They aren’t optimized for voice. Learn more in this blog.

Even with more advanced technologies, we are still seeing contact centers stuck in the same outdated model resulting in long waits, multiple transfers, and unproductive conversations. Learn what's holding contact centers back from evolving in our blog.