7 Articles Tagged automation

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Personalizing the CX Requires Blood, Sweat, Time and Passion

  • Morag Lucey
  • September 6, 2016 | 6 minutes to read
  • Research undeniably proves that personalization is key for delivering amazing customer experiences. (After all, companies can’t provide just one customer experience—rather, they need to provide…
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New Age, New Requirements, More Innovation: Three Ways to Keep Up (Part 3)

  • Jean Turgeon
  • August 31, 2016 | 4 minutes to read
  • The 2016 Rio Olympics may be over, but the excitement is still palpable. As I watched the performances from some of today’s most gifted athletes,…
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How to Explain Cloud Projects to a CFO

  • Michael Blake
  • June 1, 2016 | 5 minutes to read
  • As tensions continue to increase in cloud-related discussions at the executive level, so has the importance of effective communication. Much of the debate on cloud…
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How to Make Your Self-Service Experience More Customer-Friendly

  • Laura Bassett
  • March 9, 2015 | 3 minutes to read
  • This post concludes my recap of a three-part podcast series on self-service design with Judi Halperin, principal consultant in speech engineering at Avaya. In two…
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The Role of Proactive Customer Engagement is Changing… Are You?

  • Laura Bassett
  • February 5, 2015 | 5 minutes to read
  • If you’ve worked in the contact center world over the past few decades, you’ve undoubtedly seen firsthand the evolution of how customers engage with organizations--from…
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Self-Service Customer Engagement: To Automate or Not?

  • Laura Bassett
  • January 27, 2015 | 3 minutes to read
  • This post continues my recap of a three-part podcast series on self-service design featuring Judith Halperin, principal consultant in speech engineering at Avaya. My first…
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The Benefits of Automating Telecom Business Processes

  • Luke Stangel
  • September 2, 2014 | 4 minutes to read
  • In our daily lives, we've grown accustomed to getting what we need now, not later. Whether it’s real-time information or on-demand services, we expect instant…