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by Bryan Lyde

IMPACTING ROI THROUGH INNOVATION

The industry is innovating at a faster pace than ever before. What used to require human intervention for simple tasks can now be fully automated. Industries are quickly embracing innovation and improving ROI. Fast food ordering, grocery store check-out, and even self-driving cars have quickly exploded from science fiction to reality.   Communications systems have accelerated equally fast, providing almost ubiquitous...


by Bryan Lyde

Empathy as a driving force of customer and employee experiences

Building a successful brand requires a cradle-to-grave understanding of the customer journey. When customers interact with businesses, they may expect a simple self-service model or a whole concierge experience. In either scenario, when the company doesn't fully understand customer needs, trust and loyalty suffer, and the customer may take their...


by Bryan Lyde

Permanent changes to the Contact Center Landscape

It is hard to imagine the monumental shifts businesses have had to address to approach customer service in such a short time. Global pandemics have a way of exposing gaps in business continuity plans. Technology shifts commonly embraced by customers are not fully leveraged by businesses. Employers must also now adopt employee retention policies offering flexible workforce models.    Addressing the New Normal  Managing customer engagement in contact centers...


by Bryan Lyde

Providing secure financial services without the high price of application development

Customer service organizations in the financial industry are undergoing digital transformation at an accelerated pace. However, the smaller banks and credit unions have a problem of how to engage with customers by their preferred method while keeping overhead costs low. Gartner predicts that 80% of organizations will abandon applications in favor of messaging by 2025,...


by Bryan Lyde

USEFUL REASON CODES TO IMPROVE THE USER JOURNEY

Imagine you are in charge of running a contact center as efficiently as possible. Contact centers require appropriate staffing levels that are dynamic and reporting to identify problem areas—the quality of reporting impacts the total cost of ownership (TCO) of any solution. Disposition codes play an important role. If agents are not using the appropriate dispositions or...


by Bryan Lyde

Business messaging can heat profits and cool frustrations in the HVAC industry

Summer approaches, and temperatures at our headquarters in Texas are on the rise. Heating and Air Conditioning companies soon will be dealing with many concerned customers whose systems are experiencing problems. Customers are likely to experience more than just frustration from warm air. Anyone who has ever scheduled an appointment...


by Bryan Lyde

Chatbots with hardhats make smart use of tax revenue

If you have ever driven on high-traffic city streets, then you likely have experienced the discomforting jolt of a large pothole. Trying to raise awareness of the municipality's issue may only exacerbate the feeling of frustration. You probably only have two options to contact someone, a call that goes to...


by Bryan Lyde

ENGAGING WITH CUSTOMERS AND TENDING TO THE CHICKENS

The COVID pandemic has shifted the mindset of consumers when interacting with businesses. It has also played a role in the mass exodus of employees from populous cities into suburban and rural areas. People were reevaluating where they live and work as the transition to working from home became a...


by Bryan Lyde

Handling VIPs and Priority Situations

Let’s face it. Businesses are born from ideas but built on relationships. People will return to buy from a car dealer every few years not because of the car, but because of their experience and the relationship they build with the dealer. People prefer the insurance company that is not just interested in renewing a policy but providing compassion and support after an emergency. How a customer is treated and how they feel at the end of an...


by Bryan Lyde

Does anyone use email anymore?

Businesses use customer relationship management (CRM) systems to manage and track customer activities. They use contact center solutions to manage customer interactions. Over time, many businesses have realized that combining the two can enhance the customer service experience. Despite the plethora of available communications channels, conventional methods like voice and...