Earlier this year, we launched KIQ Agent Assist, an AI-powered agent copilot designed to empower agents with automated communication personalization capabilities, making them more efficient and effective. Today, we are thrilled to announce the addition of enhanced reporting capabilities as part of Agent Assist. In the realm of customer support, having detailed insights into your […]
In this episode of the Agile Brand podcast with Greg Kihlström, Martha Brooke discusses the science of CX surveys. Martha touches on why most customer experience programs aren’t scientific, how you can become more scientific in your approach, and when and how to use AI in your survey program. The Science of CX Surveys, Summarized: […]
We have all gone through some type of personalization as we carry out our day to day operations. Ever walked into your favorite restaurant or coffee shop and even before you order, the waiter identifies you and knows your preferred drink or meal? We could say that’s how it all started. Personalization uses basic customer […]
Adopting AI-first customer support looks different for every team. Customer service leaders will experience a range of reactions, with some people on the team eager to try new things immediately, and others being a bit more apprehensive. Ensuring everyone has the right skills and mindset to make the most of what really is an extraordinary […]
There are proven approaches that can make your training programs far more effective. Here are a few examples: Multi-modal People tend to learn more when information is delivered in multiple ways. This is regardless of individual learning preferences. That’s why the class tell, show, do method works so well. Tell: Explain the concept (Auditory) Show: […]
When it comes to selecting the right IP PBX software, being proactive and strategic can be extremely beneficial for your healthcare organization. Here are some strategies that can help you choose the right IP PBX software for your HMS. 1. Determine Your Objective First things first, determine why you need (or intend) to integrate your […]
Change is never easy, but it’s a constant in the fast-paced world of software. As someone who has spent years managing customer relationships and guiding teams through software transitions, I’ve learned that the key to successful change management lies in a thoughtful, structured approach. At Help Scout, we understand the impact of change on daily […]
Sometimes it feels like there’s absolutely nothing you can do to make a customer happy. That usually isn’t true, however, provided that you approach your response carefully. Any review your business receives can impact growth. This is especially true for a small business, where every bit of visibility matters. Customer feedback shouldn’t be left in […]
When someone buys your product or service, no one can argue that it is a transaction. But what if you stopped calling it that, and called it an “interaction” instead? It’s still a transaction that is taking place, but when you look at it as a human interaction that also happens to BE a transaction, […]
Call Center Certification: Everything You Need to Know If you’re looking to advance your career in the call center industry, you may want to consider obtaining a call center certification. A call center certification can provide you with the necessary skills and knowledge to excel in various roles within the call center or contact center […]
