Library

There's a lot going on in customer care.
We'll help you stay on top of it all.

eBook

Optimizing Labor in the Contact Center: How Conversational AI Can Help

Investing in Conversational AI technology and putting it at the forefront of the contact center can optimize labor and improve customer experience while providing a strong foundation for future business goals. Learn more about optimizing labor with Conversational AI in this eBook.

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Labor Shortage Optimization
Tractica

Webinar

The Key to Customer Service Automation for CSPs - A Tractica Webinar

Consumers want more control, and more convenience when contacting customer service. A self-service is ideal but only if it actually works. Watch this Webinar with leading market intelligence firm Tractica to learn how AI-driven virtual digital assistants (VDAs) are beginning to address these challenges for CSPs (Communication Service Providers).

Tractica

Whitepaper

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In a recent whitepaper with Tractica, we discuss the importance of conversational AI in the customer experience era.

eBook: CMO's Guide to Conversational AI

eBook

A CMO's Guide to Conversational AI

What is conversational AI and how can it help customer care? Check out our CMO's guide to implementing a conversational AI customer care strategy.

collections ebook cover

eBook

How AI is Shaping the Future of Collections

When it comes to making overdue payments, how do consumers prefer to interact with collections agencies? Read our latest collections research to find out.

voice and digital ebook

eBook

To Text or To Talk?

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Read our ebook to understand customer care preferences for voice and digital channels.

customer experience trends slide

Webinar

Modern Contact Center Strategy with TXU Energy and Westar Energy

Utility customers want to have their customer care issues resolved quickly and easily, but traditional automated systems limit customers to a specific path. Listen to this on-demand webinar and hear leaders from TXU Energy and Westar Energy discuss their decision to switch to an Intelligent Virtual Assistant.

Creepin' it real

eBook

Creepin' it Real

While artificial intelligence is changing our world in ways we never thought possible, but it also has somewhat of a creepy reputation. Many companies struggle to find the line between what consumers find creepy and what they find helpful, which makes it hard to implement AI in a beneficial way.

Artificial Intelligence and the Customer Experience

eBook

Artificial Intelligence and the Customer Experience

There’s no denying that artificial intelligence (AI) is popping up everywhere in consumers’ daily lives. You can’t turn on the news, listen to your favorite podcast or read an article without hearing about the latest and greatest development in AI. But for many businesses, AI is more than hype—it’s an important part of how they do business and connect with their customers.

Omnichannel TechTalk

Video

TechTalk: Omnichannel

What is omnichannel, and why is it so important? How does it differ from multichannel or cross-channel? Watch this short video with Priyanka Tiwari, Senior Product Marketing Manager, to learn the answers to these questions and more.

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