Insights, trends and best practices.

The latest articles from our experts

Insights, trends and best practices.

A Change in My Tide: My Internship at Netomi

A chance encounter…or fate?  On the bustling streets of San Francisco, I overheard the sound of home. As an international student studying in the U.S., […]

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Telecommunications Industry: A Full Look at the Latest Telecom Industry Trends for 2021

To download a copy of our full Telecom Industry Benchmarks report, visit here. The telecommunications industry is a long and storied business vertical that is […]

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Your Secret Weapon for Gamer Loyalty: Seamless AI-powered in-game support

How gaming companies can keep fans engaged, loyal and advocating with incredible fan experiences  In the gaming world, complaints are loud. Gamers voice criticism and […]

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The Top 25 Trail Blazing Customer Service Professionals of 2020

The top CX practitioners making the most impact on employee and customer experience  Customer service is more important today than ever before. The customer service […]

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Looking to grow your support team and reduce costs? Here’s why AI trumps outsourcing customer service

As a way to grow a support team, scale to new markets, provide 24/7 support and reduce costs, many companies hire a business process outsourcer […]

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Customer Service Benchmark Report – Support Benchmarks for Today’s Top Companies

To download a copy of the full Customer Service Benchmark report, visit here. Overview of our 2020 Customer Service Benchmark Report Results of our inaugural […]

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Choice Matters: The Importance of Multi-channel Customer Service

In order to meet customer expectations, companies must provide multi channel customer service  We live in an on-demand society. We expect anything delivered any time, […]

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Deploying AI? Ask these three questions to your partner’s customer success team

Companies are adopting conversational AI chatbots to solve business needs, enhancing automated customer service, reduce customer service costs, and improve the customer experience. When researching AI […]

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Quarantine and stream: The role customer service plays in the Streaming Wars

How AI Helps Maintain Binge-Worthy Subscribers What do we do when a pandemic emerges? We turn to the tube. Quarantine and stream is the new […]

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