The Impact of Vocal Tones on Persuasiveness
By Keith Kirkpatrick May 23, 2022
The results of a study published in February 2022 in the Journal of Consumer Research found that persuasiveness is often driven by vocal tones that denote focus, low stress, and stable emotions. While the research centered on the vocal tones in...
Read MoreReducing Customer Effort to Improve CX and Loyalty
By Keith Kirkpatrick May 13, 2022
One of the most frustrating things about being a parent is having to ask a child to complete a task, only to find it hasn’t been done, and then having to request its completion repeatedly. In addition to the task not being completed in a timely...
Read MoreNew Customer Wins for Five9, ActionIQ, Vonage, Qualtrics, and Medallia
By Alex Gaw May 10, 2022
The biggest win in this new roundup of customer success stories is the deal that Five9 secured with a yet unidentified global health conglomerate, reportedly worth some $40 million yearly. But the four other successful partnerships highlighted in...
Read MoreProviding Better CX for Seniors
By Keith Kirkpatrick May 9, 2022
Much of the discussion on CX has been focused on so-called “digital natives,” or younger consumers that have grown up with the internet, mobile devices, and social media as primary components of the way they interact with others, for both...
Read MoreImproving CX and Support via SMS
By Keith Kirkpatrick April 28, 2022
The use of text messages, or short message service (SMS), has become ubiquitous in the US. Statistics from the Pew Research Center indicate that 97% of Americans own a mobile phone, with 85% of people reporting smartphone ownership. Further, 100%...
Read MoreUsing Visual Engagement Techniques to Improve Customer Support
By Keith Kirkpatrick April 20, 2022
Visual engagement, which can include using pictures, graphics, diagrams, and videos to convey information or enable collaboration with customers, is a key technique that has become particularly important over the past few years. As penetration of...
Read MoreIncorporating Technology to Improve Contact Center Agent Performance
By Keith Kirkpatrick April 14, 2022
Organizations have been inundated with inbound inquiries for a variety of reasons, including billing and administrative issues, customer and technical support reasons, and sales and general feedback questions. Naturally, as the number of inbound...
Read MoreUsing Session Replay to Improve CX Interactions
By Keith Kirkpatrick April 13, 2022
One of the key challenges involved with analyzing customer journeys revolves around identifying the triggers and inflection points that have a real impact on CX. Oftentimes, the devil is in the small details, which may not be apparent to live...
Read MoreGoogle Launches Cloud Contact Center AI Platform
By Alex Gaw March 29, 2022
Underscoring its goal to provide a complete out-of-the-box, end-to-end offering for contact centers, Google announced a full-fledged platform solution that brings together artificial intelligence (AI) capabilities, cloud-scalable structure, and...
Read MoreMethods for Improving Agent Training
By Keith Kirkpatrick March 18, 2022
A primary factor influencing whether customers have positive or negative experiences is still based on interactions between human agents and customers. Even with the use of artificial intelligence (AI)-driven predictions, deflection tools, and...
Read MoreUsing Co-Browsing to Improve Customer Experiences
By Keith Kirkpatrick March 8, 2022
The old adage “show, don’t tell” is apropos in today’s visually dominant and increasingly complex world, particularly for organizations that interact with customers through the web or mobile devices during sales or support activities....
Read MoreEvaluating Chatbots for Customer Support Applications
By Keith Kirkpatrick March 2, 2022
A key technology used to aid in call deflection within a contact center is the chatbot, a text or voice-based interface that is deployed on the website or within an application to simulate conversation with users and seamlessly support users. Many...
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