Interactions was awarded not one but two prestigious Stevie Awards at the 17th Annual Stevie® Awards for Sales & Customer Service, acknowledging our outstanding use of technology and partnership with NVIDIA. The awards recognized Interactions Trustera as a Silver Stevie Winner in the Best Use of Technology in Customer Service – All Other Industries category. […]
Read More… from Interactions Wins 2 Stevie Awards for Customer Service Technology Excellence
The use of automation in customer service and support has become increasingly popular as technology continues to advance — and for good reason: Automation can offer benefits such as increased efficiency, cost savings, and the ability to handle high volumes of inquiries. However, CX professionals should not view automation as a replacement for customer service, […]
Read More… from Automation Can Support (But Not Replace) Human Customer Service Agents
Throughout history, humans have had to adapt to new technologies emerging and integrating into their daily lives. Take the personal computer, for instance. At their inception, PCs were far from intuitive, yet they held the potential to transform many areas of our lives. Thanks to changing priorities and the rise of artificial intelligence (AI), we […]
Read More… from Humans Used to Adapt to Technology; Now, It’s the Other Way Around
Virtual agents have come a long way. And while some companies are certainly still using automated systems from the dark ages, forward-thinking brands have taken advantage of advancements in technology for big steps forward in customer experience self-service. But what’s next? First off, it goes without saying that the companies that have not invested in […]
Read More… from 4 ways that enterprise virtual agents will evolve
For years, the customer experience industry has strived toward fast, easy, painless experiences for customers. However, time and time again, we feel failed by brands for bad customer service and wasted time. The common theme among bad experiences in customer service revolve around the fact that customers feel powerless. This can be caused by long […]
Read More… from Put customers in control. It’s what they want.
Because of the regulated nature for many utility providers, customer retention is often not top of mind. But CX still matters– customers have grown to expect fast, convenient, and conversational service in multiple channels. The Prime Effect, explains how the immediate, or instant gratification of working with brands like Amazon, have had a massive impact […]
Read More… from Why CX Should be a Central Part of Any Utility Company’s Business Strategy
Digital transformation has been a hot topic for years, and the pandemic has accelerated the consumer demand for better digital self-service offerings and customer experience. In fact, in a recent report by Salesforce, 88% of customers say they expect companies to accelerate digital initiatives due to COVID-19. This has put pressure on brands to put […]
Read More… from 5 Reasons Your Digital Transformation is Not Moving Fast Enough
Many years ago, I had a math teacher who always used the acronym KISS or “Keep it simple stupid.” It was written on the board in big letters and he used it to encourage us to solve complicated equations by focusing on the simple steps that we needed to get it done (instead of being […]
Read More… from 4 Tips for Keeping it Simple in Customer Service
There’s a lot of promise in the technology world. For example, when I bought my new TV, it advertised that I could speak commands into the remote instead of having to traditionally scroll through the menu options. How cool! It didn’t take long for me to realize that only one out of every 10 commands […]
Read More… from If You Can’t do Voice, You Can’t Do Omnichannel