3 Reasons You Should be Using Chatbots in IT Service
Chatbots and IT service are a match made in help desk heaven. Forget chat! They can directly fix users' problems. Learn why you should be using them now.
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- 01. Jul. 2020
- 2 minute read
- 10. Jun. 2020
- 4 minute read
Four Ways to Fix a Bad Knowledge Base Article
Maintaining a knowledge base full of well written articles is as difficult as keeping a preschool playroom tidy. Here’s why.
Read more- 03. Jun. 2020
- 3 minute read
CX5 Talks - An Interview with Adrian Swinscoe
I recently chatted with Adrian Swinscoe to discuss the CX myths, the role of technology for customers and agents and the meaning of customer-centric.
Read more- 01. Jun. 2020
- 2 minute read
Why Knowledge Management is a Critical Part of your Business Continuity Plan
The COVID-19 crisis will lead many contact centers and companies to activate their business continuity plans. Whether or not it’s the first time, no plan survives contact with reality.
Read more- 19. May. 2020
- 4 minute read
CX5 Talks - An Interview with Leslie O'Flahavan
I sat down with the best known writer in the CX world, Leslie O'Flahavan to discuss the intersection of technology and communication in customer service including topics like desktop tools, chatbots and the can of worms that is call scripting.
Read more- 15. May. 2020
- 4 minute read
The New Norm: There is No "After Corona"
Both in the media and in casual conversation, we often hear about the time "after corona" when things are back to normal. But that world no longer exists and here's why.
Read more- 13. May. 2020
- 6 minute read
CX5 Talks - An Interview with Craig Stoss
I caught up with Craig Stoss recently on Zoom as we both just transitioned to work from home. We discussed living abroad, his transition to a new role and of course, customer service!
Read more- 06. May. 2020
- 4 minute read
CX5 Talks - An Interview with Nate Brown
I talked to Nate Brown, founder of CX Accelerator about the intersection of CX and technology. Nate is a perpetual student of the world’s greatest experiences and the people who create them.
Read more- 01. May. 2020
- 3 minute read
Make Sure Your Customers Can Get a Human
How hard is it for a customer to reach an agent in your company? Are callers madly pushing “zero” like lab rats in an attempt to escape your IVR? Are they Googling your phone number because it’s not easy to find on the website?
Read more- 29. Apr. 2020
- 6 minute read
CX5 Talks - An Interview with Jack Springman
I recently spoke with Jack Springman about the state of CX, why customer-centricity isn't helpful or actionable and the value of technology in customer experience.
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