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How on-demand customer service is revolutionising peak period scaling
In an era of high customer expectations, the ability to scale on-demand customer service during peak periods is not just a competitive...
Case Study: Great Southern Bank Transforms Customer Service and Reduces Operational Costs
Great Southern Bank improved customer service and efficiency by enhancing its CXone Mpower platform with AI-driven automation. CUSTOMER...
Customer service has to win every time
Imagine walking into a store to buy a pair of shoes. The salesperson is friendly and helps you find the perfect pair. You're happy with...
12 best practices to make your help content more effective
Whether it's a printed user manual or an online knowledge base (KB), the help content that comes with a product or service plays a vital...
How to identify contemporary customer service software
Imagine walking into a store and struggling to find assistance when you need it. Would you walk out of that store immediately? ...
Top 5 Reasons Agents Prefer Tech Over Pay
Welcome to our exploration of the future of contact centers, guided by the groundbreaking insights from the Kore.ai Agent Experience...
Empowerment breeds excellence - This rings especially true in the realm of customer service
In a customer-centric world, the key to an unforgettable service experience lies in the hands of your workforce. Empowering them...
A quick reference guide to measuring customer experience
The axiom "you can't manage what you don't measure" is particularly true of customer experience (CX), but the multi-faceted nature of CX...
AI in Workforce Engagement Management (WEM): Five steps to success
Industry expert Juanita Coley shares her practical tips for implementing AI to empower agents and please customers. As head of global CX...
What is MultiCaaS and why is it the contact center of the future?
We explore the world of MultiCaaS and why it's a contact center trend that's shaping the future of the industry. As a contact center or...
Electric Utility Industry: Maximising Growth Potential Through Customer Insights
The global power generation market was valued at USD 1.8 trillion in 2022 and is projected to reach around USD 3.9 trillion by 2032, with...
Top Factors of Customer Experience: Traditional Banks vs Neobanks
The global open banking growth rate is expected to reach $19.14 billion in 2022 and is projected to grow to $48.13 billion in 2026 at a...
Customer Experience Insights: Baggage Nightmares of Middle East Airline Passengers
Clootrack conducted a detailed study analyzing 8,154 passenger reviews from January 2022 to January 2023. The study focused on Middle...
Middle East Airlines: A Comprehensive Analysis of Customer Concerns
In an increasingly competitive airline industry, providing an exceptional passenger experience has become a crucial differentiating...
Strategies for Elevating Contact Center Quality Management
Contact center leaders know that their quality management (QM) programs are critical to customer experience (CX) and driving a connection...
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