Industry

The way we communicate with brands is changing. As we shift to focus more on the customer experience, companies must also shift the way that they measure success, especially in contact centers.

Communication Service Providers (CSPs) are at the bottom of customer care ratings every year. And it’s no secret why -- customers are often very vocal about their displeasure. Here's how IVAs can help.

With a new year upon us, we’re looking forward to all of the exciting things Intelligent Virtual Assistants can bring to the customer care table to see what 2019 has in store for the technology industry.

How can retailers really impress during the holiday season? By providing efficient and speedy customer care Read our blog to learn 4 tips for making this happen.

Utility customers think that the service they receive from their utility providers is just “okay”, and that it takes too much time to get things done. This is according to a study by Interactions that surveyed over 1400 U.S. utility customers on their customer care experiences with their utility companies. The most interesting result is that over a third of utility customers would switch utility providers as a result of poor customer service.

Join us for our new video series covering the latest in Accounts Receivables. In this mini-series, we’ll bring you the newest consumer research, technology trends, and industry happenings.

Are your customers ready to embrace artificial intelligence to make payments?

By the end of the day today, consumers in the United States will have made over 40 million payments – to their utility company, to their insurance provider, at their local pharmacy, their bank, their supermarket, and more. Furthermore, research indicates that over 50% of consumers have made a payment over the phone with a live agent.

For a collections organization, live agents on the frontline represent the heartbeat of the organization. The productivity of the people who connect with consumers on a daily basis has a direct correlation with revenue . Having this knowledge top of mind provides management with a key set of strategies to increase productivity.

Imagine it’s the dead of winter, and outside the snow has been steadily accumulating all day. But inside, the heat is on, the food is warm, and you’ve been happily binge-watching the latest Netflix/Amazon/HBO series for the past few hours. The comforts of the living room almost make the dreary conditions outside bearable.

Summer and Fall represent some of the busiest moving times for major metropolitan areas. Many large cities, for example, are already preparing for the ‘September 1st Shuffle’ – a frenzy of relocation that occurs as college students resettle into the city for the start of another academic year.

Earlier this week I shared some thoughts on the emergence and growth of the individual market within the health insurance space, largely based on the implementation of health insurance exchanges and the Affordable Care Act (ACA).