How Digital Has Changed the Customer Journey
by Nick Martin Not long ago, consumers looking to contact the companies they did business with had to contain their outreach to the hours...
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Articles Library
Welcome to our Article Library. You'll find articles on a variety of topics including business, direct mail,
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Barb Ferrigno
Oct 30, 202311 min read
The digital customer experience is changing. Is your brand on board?
by Laura Bassett In the business world, customer experience has long been the focus of many efforts. From marketing to lead generation,...
1 view0 comments
Barb Ferrigno
Oct 30, 20238 min read
What Customers Really Think of Chatbots
by Brian Mistretta Ready for a statement that will make you think? Gartner predicts that 85% of customer interactions will be managed...
2 views0 comments
Barb Ferrigno
Oct 30, 202311 min read
Best examples of chatbots and what makes them great
by Annette Miesbach Have you heard about chatbots? Silly question, right? Of course you have, there's been plenty of buzz during the last...
3 views0 comments
Barb Ferrigno
Oct 30, 20232 min read
7 things to NEVER DO at your booth
Have you ever been an attendee walking through a trade show and see someone working at an exhibit you were going to walk up to,...
1 view0 comments
Barb Ferrigno
Oct 29, 20237 min read
How to demonstrate the ROI of contact center AI throughout your business
by Tamsin Dollin Contact centers are at the heart of a company’s relationship with its customers. In no other business function do you...
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Barb Ferrigno
Oct 29, 202311 min read
Working in perfect harmony: AI and the contact center
by Annette Franz Problem statement: The agent experience drives the customer experience. But when agents get bogged down with mundane,...
4 views0 comments
Barb Ferrigno
Oct 29, 20233 min read
Researchers: Most Companies Don’t Know What Customers Think
by Abby Monaco “Most firms are not very good at listening to customers. It’s not for lack of trying, though -- the tools they’re using...
4 views0 comments
Barb Ferrigno
Oct 29, 20238 min read
8 Compelling Benefits of Employee Engagement
by Yitzy Tannenbaum Employee engagement is the new buzz-phrase for organizations. Everybody wants the benefits of employee engagement,...
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Barb Ferrigno
Oct 29, 20236 min read
4 Benefits of integrating CRM for small companies with contact center software
by Michelle Melland Small business leaders wear a lot of different hats and juggle multiple responsibilities. As an example, I was once...
6 views0 comments
Barb Ferrigno
Oct 27, 202311 min read
Customer lifetime value
by Laura Bassett Customer Lifetime Value: How important is it? Do you know how much it costs to find a new customer when compared with...
2 views0 comments
Barb Ferrigno
Oct 27, 202311 min read
What is Customer Experience? Key Components and Why It Matters
Customer experience is a competitive differentiator that creates lifetime customers and a better bottom line. But it's also an elusive...
16 views0 comments
Barb Ferrigno
Oct 27, 20231 min read
Optimizing Your Factory Layout for Increased Productivity
Infographic created by PACK’R Optimizing your factory layout is a strategic move to boost productivity. A well-planned layout minimizes...
9 views0 comments
Barb Ferrigno
Oct 27, 20231 min read
B2B Payment Methods Emerging Trends
Infographic created by CardConnect Automation and smart technology are revolutionizing diverse industries, transforming the way consumers...
8 views0 comments
Barb Ferrigno
Oct 27, 20231 min read
Overlooked Factors to Protect Your Company's Reputation
Infographic created by PlusOne Solutions In today's interconnected digital landscape, safeguarding your company's reputation is...
12 views0 comments
Barb Ferrigno
Oct 27, 20234 min read
How to Increase Customer Loyalty
by Lauren Maschio Customer loyalty for Apple is at an all-time high—92%, and that’s no accident. The company is known for its investment...
2 views0 comments
Barb Ferrigno
Oct 27, 202311 min read
8 Employee Retention Strategies
by Yitzy Tannenbaum For all the challenges the workforce has faced during the COVID-19 pandemic, there have been a few shifts that are...
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Barb Ferrigno
Oct 27, 20234 min read
Fast-Tracking Quality Automation
by Lauren Maschio When it comes to quality management, most contact centers today have what can be considered a basic program, with a lot...
13 views2 comments
Barb Ferrigno
Oct 27, 20234 min read
Build your customer loyalty with great customer experiences through improved AI and agent interactio
by Ana Cordova Did anybody else lose touch with friends during the pandemic? Working remotely and living in this segmented new normal...
1 view0 comments
Barb Ferrigno
Oct 26, 20235 min read
Reimagining Customer Experience Beyond the Contact Center
by Laura Bassett Customers today increasingly try to resolve their needs through self-service first before connecting with customer...
3 views0 comments
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