Customer service

January 25, 2021
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CX and Compliance – striking the perfect balance with IVR and Agent Assisted Payments

This is a guest post by Rob Crutchington, a Director of Encoded. Security has never been more important for customers when paying online or via a […]
January 16, 2021
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Don’t make customer service agents wait for self service tools

Recently, I had the pleasure of both presenting at and listening in to several sessions at the recent Calabrio C3 Connect conference. That allowed me to […]
January 8, 2021
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11 Customer experience related predictions for 2021

Last year I wrote that I don’t like prediction pieces. Then, I broke my own rule, and I compiled a series of predictions that had been […]
December 22, 2020
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How will you be using video in your customer experience mix in 2021?

Four years ago I spoke to Matthias Murin, who was, at the time, Group Manager Customer Service at DocMorris, a Dutch online and mail-order pharmacy that provides […]