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
Analyzing the Future of Customer Care

eBook

Analyzing the Future of Customer Care

In today’s digital age, customers expect brands to offer customer care whenever they want, wherever they want and on the channel of their choice. Learn what experts have to say on various industry topics such as omnichannel, AI, Intelligent Virtual Assistants and self-service.

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Video

AI & A/R: Consumer Readiness and Artificial Intelligence

Are consumers willing to embrace Artificial Intelligence in the world of Collections? We recently sat down with Robert Blair, SVP of Contact Strategy at Diversified Consultants, Inc. to find out.

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Case Study

Major Automotive Company Supports Agents with AI that Performs 10X Better

By implementing the Interactions Digital Roots social media engagement platform, agents at a major automotive company saw a 46% increase in the speed of response under twenty minutes and a 54% increase in unique customers engaged.

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Case Study

Automaker Engages with 2X More Customers Using Auto-Suggest AI

While a top automotive company had a large staff monitoring social media messages, they recognized a need to optimize the process in order to more efficiently identify potential customers and respond to them. To do this, the automaker utilized the Interactions Digital Roots social media engagement platform. This led to twice the number of customers engaged per hour for agents using the auto-suggest feature and 35% faster responses.

Seasonality in Retail Customer Care

Research

Seasonality and Retail Customer Care

The spirit of giving seems to grow each holiday season. And with that, so does the holiday shopping madness. As outreach increases, retailers often need to double or even triple the support in their contact centers during this period to meet demand.

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Infographic

Keeping Pace with Customer Care

Customer care today looks nothing like customer care of the past -- and with new technology and channels, the rate of change is always increasing.

4 Steps to Developing Your Customer Care Strategy

eBook

4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company. Simply resolving a customer service issue or complaint is no longer enough — in a competitive, customer-obsessed environment, there is always room for improvement.

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Infographic

Customer Care is Gearing up for the Future

Customer care is critical to your bottom line. So every interaction is an opportunity to increase revenue, but is your organization prepared for the future of customer care?

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Infographic

Is an IVA the Superhero You’ve Been Looking For?

Unlike other automated customer care solutions, Intelligent Virtual Assistants are designed to improve the customer experience while still decreasing operational costs for your organizations. What makes them so unique?

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