Marketers are only now getting a glimpse of the many approaches that will be required for the many kinds of voice interactivity. Barry Levine on April 19, 2018 The base of Amazon Echo, a smart speaker home of voice agent Alexa Every new marketing delivery system — such as TV, websites, social media, or … Continue reading Voice agents and interfaces will require many new marketing strategies
Brian Fanzo — May 16, 2017 — May 16, 2017 Today’s enterprise companies are jumping all in with digital transformation. They are excited about integrating internet of things sensors with big data solutions combined with artificial intelligence leveraging augmented and virtual realities. These technologies and change are very inspiring for the future of work, but … Continue reading Successful Digital Transformation Requires a Culture that Empowers Change Agents
Rachel Romoff — March 15, 2017 — March 15, 2017 One of the biggest hurdles to scaling social customer service in the contact center is entrusting agents with handling very public customer interactions via social media. The last thing contact center managers want is that dreaded call from the PR or Marketing department saying that … Continue reading Prepping Agents for the Social Media Spotlight
Scott Baker — March 8, 2017 — March 8, 2017 There’s no doubt that Customer Support is a noble profession. The entire goal of SaaS Customer Support is helping people be successful, teaching them new skills, and solving their problems. When confused customers reach out with problems they can’t figure out, it feels great to … Continue reading 5 Face-On-Keyboard Moments All SaaS Customer Support Agents Can Relate To
If consumers are surrounded by smart go-betweens, it’s not yet clear how marketing and advertising will get through. Barry Levine on January 12, 2017 Amazon Alexa, Apple’s Siri, Google Assistant, Microsoft’s Cortana. These intelligent agents, and their more limited bot cousins, have taken up positions as new interfaces between customers and marketers. For decades … Continue reading In the age of intelligent agents, how does marketing work?
by Chase Martin, September 14, 2016 Consumer interest in artificial intelligence-powered agents is high, but at least one agency executive says there might be more opportunity on the brand side. Nearly half (45%) of U.S. consumers currently use intelligent agents, such as Google’s Assistant, Apple’s Siri or Amazon’s Alexa, according to a new Forrester report. … Continue reading Intelligent Agents Bring New Opportunity For Brands, Says Agency Exec (DD)
Comm100August 26, 2015 The verdict is in from too many sources to count, and they all say that live chat is the most cost effective way to manage support and communicate with website visitors. As good as live chat is, though, it is only as effective as the agents that use it and the way … Continue reading 6 Ways to Improve the Efficiency and Productivity of Your Live Chat Agents
Jeanne LandauJuly 31, 2015 Today’s savvy businessperson is learning more and more that the benchmark of a company’s success lies not in predicting trends or rising stocks, but in something much simpler: Customer Service. But while this may seem like a very back-to basics approach, it is also factual. Seventy-six percent (76%) of consumers feel … Continue reading Keeping Call Center Agents Happy: Why It Matters
Deidre PaknadJuly 22, 2015 The 5 Questions You Need to Ask to Win Hearts and Minds Faster Change agents and their ideas are the life force of organizations. Innovation of all kinds is essential for organizations to grow and thrive; in fact, organizations that can more easily respond to new facts and conditions have a … Continue reading Change Agents: Know Thy Audience
By Adam Dukes, Published November 4, 2014 Hope your coffee is hot, this should take you about 5 minutes and 30 seconds to read. (According to Forbes, the average adult reads 300 words per minute.) I was on a call with a client the other day and he was wondering how he can convert … Continue reading 4 Strategies Agents Can Use to Convert More Leads Into Commission Checks
