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Customer experience (CX) is the convergence of three elements – human, process, and increasingly, technology. With 100% of customers clamoring for self-service options + Read More about guest blog: what is customer experience automation & how to implement it in your business model

Todays’ students expect a lot from their university or college, and so they should. The average cost of tuition and fees to attend + Read More about 5 costly impacts of falling behind on digital student engagement

Customer service is always changing, and there’s no better symbol of the shift in today’s customer service than chatbots. The technology driving chatbots + Read More about the 4 most effective chatbot examples

Investment into higher education customer experience (CX) is growing – and growing rapidly. The question is, are these resources being optimally allocated? For + Read More about higher education must improve agent experience to ever deliver excellent student experience

Colleges and universities often find themselves pulled between tradition and innovation. Since the COVID-19 pandemic first forced an experiment in remote learning, student + Read More about top 5 higher education customer service trends for 2023

There’s no doubt that telephone remains a stalwart customer service channel. Many consumers still prefer to call companies for support, particularly when the + Read More about how ccaas providers are increasing customer value with digital-first partnerships

As customer service operations continue to digitalize, CCaaS providers are quickly recognizing that a telephone-only offering is restricting customer base and growth. As + Read More about the future contact centre – how ccaas providers can deliver digital with a single partnership

The importance of customer service cannot be understated. It is the third highest reason why consumers switch brands, only sitting behind better deals + Read More about why are contact centres adopting a digital-first strategy?

It’s an exciting but challenging time for IT departments in higher education. The introduction of new technologies into education is rapidly improving the + Read More about the top 4 challenges facing higher education it departments

Chatbots have steadily grown in popularity to become a key component of customer service today.  With an AI chatbot in place, organizations can + Read More about the essential chatbot success metrics

To improve customer service, there’s only one place every company should start – meeting customers’ expectations. Today’s consumers have ever-changing and ever-rising customer + Read More about 5 customer service best practices every successful team follows