High tNPS and customer service

High tNPS and customer service

7-minute read “Based on your recent experience, how likely are you to recommend Acme to a friend on a scale from 0 to 10?” This is the million-dollar question—literally! A customer’s answer to this question contributes to a company’s overall transactional...
Digital Trends 2021: Insights and Forecasts

Digital Trends 2021: Insights and Forecasts

7-minute read As we look at the year 2020 in the rearview mirror (thank goodness) and think about digital transformation in 2021, the first word that comes to my mind is accelerated. In businesses across all industries, the unprecedented challenges of last year forced...
Virtual Agents in Customer Service: Managing Costs

Virtual Agents in Customer Service: Managing Costs

4-minute read Every year, businesses spend about $1.3 trillion addressing the 265 billion customer service requests that flow into contact centers—an average of 726 million per day. Since AI in customer service lowers costs, implementing AI-driven solutions can make a...