Remember those sandcastles you built as a kid? Constructing sandy towers and driftwood drawbridges was a blast. That is, until a powerful, unexpected wave swept the beach and water flooded that little kingdom. Only those prepared with a deep and expansive moat remained safe. For everyone else, all of that hard work would be undone. […]
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Ever try to predict the outcome of anything? It’s no easy feat. Sci-fi author Arthur C. Clarke said predictions about the future can be a “discouraging, hazardous occupation.” Either you sound believable, but are proved pitifully shortsighted or you sound loony, and are proven right too late. For prediction-makers, it’s often lose-lose. But we’ve been […]
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Thanks to emerging customer support channels like social media and live chat, as well as evolving technologies like speech recognition, there are more ways than ever for customers to initiate (and resolve) a service inquiry. And when they have options at their fingertips, customers are showing a growing preference for self-service options using automated IVRs, […]
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