Every company measures how it’s doing through customer surveys. Whether performed after a customer service call, in a follow-up email, or through SMS text, surveys help you maintain the best parts of your customers’ experiences, and prevent repeating any mistakes, all while giving you a personal look at the different preferences within your target audience. […]
While big data can be intimidating, it has undoubtedly become a key tool for businesses looking to stay ahead of the competition. Especially with the rapid spread of mobile devices, international data traffic is growing at an unprecedented speed. The International Data Corporation recently predicted that the big data technology market will grow to $41.5 […]
“You are only as good as your weakest channel.” – Nancy Jamison, Principal Analyst, Digital Transformation This is one of our favorite quotes from a leading analyst in the contact center space. If you know Nancy, you may have heard her say it yourself. It speaks to the changing customer landscape and the importance of […]
Throughout my academic and personal life, I’ve learned the importance of reflection; it helps us to take a step back, see the big picture, and process experiences. This processing prepares us for future experiences. Reflection is an important aspect of business, as well, and as the year comes to a close, I wanted to reflect […]
The fear of Artificial Intelligence technology replacing the human workforce is old news. Chances are, you’ve never heard of rag-pickers, gandy dancers, or leech collectors- that’s because modern technology has eliminated the need for them. More recently, jobs like elevator operators and lamplighters are almost completely phased out. One study at the University of Oxford […]
You may have seen the story that we retweeted the other day about the call center agent in New York who was suspended for answering phones using a robot voice. If not, you can check it out on the SmartAction Twitter. The story is certainly funny (though not for everyone – Mr. Dillon was suspended […]
Since joining the SmartAction team, I have come to notice just how much artificial intelligence is woven into our everyday lives. My 13-year-old son likes to brag to his nerdy gamer friends that I work for an artificial intelligence company, which seems to impress them and elevate my status as a “cool mom.” Being a […]
For many years, toll free numbers (i.e. 800 numbers) have afforded companies an attractive way to provide customer service over the phone. What made them so useful initially – customers being able to call your company for free – has continued to evolve. Call routing, business intelligence reporting, and integration with other call center software […]
It’s not news that we live in a very customer-centric world. Just about every company has an objective to keep their customers happy. In order to meet that objective, they have to be willing to not only listen to their existing customers, but also make decisions by thinking like a customer. Thinking like the customer […]
On June 17-18, SmartAction participated in the 16th Annual Call Center Week, hosted by IQPC in Las Vegas, NV. Though we had attended before, this year’s event was a big stepping stone for us – new colors, rebranded materials, and the largest booth space available. I sat down with Steve Prodger, Senior Vice President of […]
Most contact centers have an over-reliance on live agents for even the most repetitive and rudimentary calls and chats. With cloud-based virtual agents, you can automate conversations your live agents are handling today without sacrificing an ounce of CX.
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