Category: Customer Experience

Don’t Let Your IVR Lead Customers Astray

…By Loraine DeBonis, Director of Corporate Communications On a recent weekend, I got a fraud alert from my credit card company asking to verify a transaction. It was $11 for an online retailer in Jakarta. I confirmed it wasn’t me, and I was relieved my credit card company was looking out for me. But what […]

Transforming Tech Support with Data Analytics

…Case Study: Poynt Poynt’s engineers were spending more time on the phone and less time on product development. Ubiquity solved the problem with a data-driven strategy that also took customer satisfaction to new heights.   Download Case Study

Three Keys to Stress-Free Customer Service this Holiday Season

…By Sagar Rajgopal, Chief Operating Officer Retailers invest significant resources in their fourth-quarter plans and for good reason. U.S. shoppers spent more than $850 billion last year between Thanksgiving and Christmas. Industry analysts are expecting another strong Q4, tariffs and a shorter shopping season notwithstanding. Of course, driving sales is only one piece of the puzzle. How […]

Fall Conference Season: All about AI

…Industry leaders are examining ways to take advantage of AI, more specifically, machine learning, to reduce costs, prevent fraud, improve customer service and more.