Author: Robin Gareiss

Some customer service skills include problem-solving, empathy, product knowledge and patience. Certain people are naturals for a career in customer service. They have the right personalities, values and patience -- regardless of their education or training. But many people in this field lack customer service skills...

Many organizations overlook field service management in their customer service strategies, yet this area -- and its challenges -- are critical to CX success. While much discussion on CX initiatives centers around contact centers, CX leaders have increasingly turned their attention to another key area of...

Advanced technologies continue to shape customer service goals to streamline digital workflows, increase positive experiences, lower agent turnover and improve contact center ROI. The future of customer service increasingly will be driven by technology innovations. Ideally, these new technologies will improve customer and agent experiences, along...

I've never understood why companies are stingy with time off. When employees are burned out, it takes them 3 hours to do something that should take 30 minutes. Taking a few days, a long weekend, or a week's vacation pays a company back 10-fold because...

Sept 27, 2021 – 8x8 has announced a solutions-based offering stemming from its “eXperience Communications as a Service” (XCaaS) integrated platform. The 8x8 Frontdesk solution supports the role of a receptionist with a new interface that combines both its Unified Communications (UC) and contact center...

Sept 27, 2021 – 8x8 has announced a solutions-based offering stemming from its “eXperience Communications as a Service” (XCaaS) integrated platform. The 8x8 Frontdesk solution supports the role of a receptionist with a new interface that combines both its Unified Communications (UC) and contact center...

Sept 15, 2021 – Dialpad has announced the acquisition of Kare Knowledgeware, a customer experience platform that optimizes workflow orchestration, knowledge management, analytics, and business intelligence. The deal gives Dialpad’s contact center solution conversational AI capabilities and improved self-service functionality by organizing unstructured data and...

Sept 27, 2021 – Talkdesk has announced Talkdesk Phone, an enterprise phone system built on its cloud contact center platform. Doing so enables Talkdesk to bring features from the CX cloud platform—such as advanced AI and automation, omnichannel routing, and integrated analytics—to all phone users...

We regularly interact with family, friends, and business colleagues using video. But companies have fallen behind at promoting video when it comes to communicating with their customers — whether for sales, support, or customer service. Zoom’s Video Engagement Center (VEC), announced Monday at Zoomtopia, will address requests from...

Talkdesk is somewhat an anomaly. Engineer Tiago Paiva, who founded the company 10 years ago after winning a hackathon for a prototype he created, remains at the helm. Despite its $10 billion valuation, the company still embraces an entrepreneurial, turn-on-the-dime innovative spirit. Though big changes are...