Customer Service
-
Retail and CPG companies to focus on intelligence, engagement, and security in 2024
The retail industry has always been at the forefront of technological innovation, constantly adapting to meet the evolving needs of…
Read more -
Navigating the landscape of digital accessibility
Over the past decade, the notion of a customer has changed significantly. How individuals engage with businesses, their evolving expectations,…
Read more -
Predictions for the financial services industry in 2024
The word ‘rollercoaster’ best sums up 2023. We’ve experienced economic, geopolitical, technological, and societal challenges over recent months with the…
Read more -
Rolling Out New Enterprise Software? Steps for a Successful Launch
So, you’ve purchased new software and need to roll it out to your stakeholders. What are some steps you can…
Read more -
How is AI transforming enterprise document accessibility?
The rapid advancement of Artificial Intelligence (AI) is reshaping various industries, and one significant area where AI is poised to…
Read more -
Top things you may have missed at Dreamforce 23!
What an inspiring and epic Dreamforce, September 12-14, with the OpenText team! It was fantastic to connect with people and…
Read more -
How AI will transform speech-enabled IVRs
In the Total Experience economy, self-service speech-enabled Interactive Voice Response (IVR) systems play a crucial role in providing a seamless…
Read more -
Mastering Total Experience at OpenText World 2023
It’s a new world – everyone’s expectations have evolved, and the customer is always right. The experiences we provide our…
Read more -
Boost employee engagement; productivity will follow
Measuring employee productivity can be tricky business. For certain roles, the metrics may seem obvious, such as active pipeline for…
Read more -
Elevate your call center’s performance with agent experience software
Call centers often face the challenge of increasing the number of interactions while keeping agent staffing at current levels. This…
Read more -
Effective communication for a successful customer workshop
Here’s a Jeopardy question for you: “Concerns not being acted upon, wrong person at the wrong meeting, no direct access…
Read more -
Transform your call center into a revenue-generating powerhouse with agent experience management
By prioritizing enhancement of the agent experience, call centers can unlock their potential to deliver outstanding customer service, drive sales,…
Read more -
5 ways agent experience management improves CSAT and NPS scores
Agent experience management (AXM) is an imperative practice for creating a holistic and exceptional customer experience. If it’s not embraced…
Read more -
To upgrade, or not to upgrade…that is the question for enterprise software users
Upgrading a major software application can be challenging. Many factors come into play, including budget issues, downtime, upskilling the staff,…
Read more -
Three ways to drive higher agent productivity
In today’s demanding business environment, contact center agents need to be highly effective and efficient to handle customer interactions. As…
Read more -
Enhancing call center customer experience
In the modern era of intense business competition, ensuring outstanding customer experiences has become crucial for long-term prosperity. The primary…
Read more -
Make information your customer superpower
It’s time to work smarter Organizations that have the information advantage are working smarter to navigate the unforeseen and race…
Read more -
The total experience imperative for Utilities
Many Utilities now realize that a poor customer experience (CX) can put their organizations at risk, whether it’s reputational risk,…
Read more -
EX + CX = TX
When it comes to getting ahead in the Financial Services industry today, organizations must understand that customer experience is key.…
Read more -
Effective customer information management builds better digital experiences
Delivering excellent digital customer experiences has become a defining factor for financial services organizations today. The Financial Brand suggests that banks with…
Read more
