Library

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

eBook

Customer Journey Mapping

Brands are investing heavily in customer experience, but what's the best place to start? Read our guide to customer journey mapping to get a detailed look at how this method can help you determine where your customer experience is not performing, and how to go about making improvements.

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Webinar

Alexa, Pay My Bills

Watch this on-demand webinar to find out the results of our 2018 Benchmark Consumers Payments and Artificial Intelligence in Debt Collection.

transform customer care

Webinar

Transform Your Customer Care in 2019

With more channels than ever to communicate with brands, what prompts one consumer to pick up a phone, while others head to social media to engage with a brand? In this webinar, we'll cover new research that uncovers data about consumer channel preferences, and how you can incorporate this into your 2019 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.

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Case Study

Constant Contact Sees Reduction in Call Handle Time with Intelligent Virtual Assistant

Constant Contact, an email marketing company, needed a way to streamline their customer service queue. With an Intelligent Virtual Assistant from Interactions, Constant Contact is now able to personalize and collect valuable insight from each customer.

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.

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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.

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.

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.

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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