customer experience

Underestimating language barriers, in a now global market, is a big mistake. When a German customer contacts your contact center and has to communicate in English to solve a problem, let's assume, with his or her…

The customer service industry is facing a radical transformation driven by conversational artificial intelligence. According to Gartner, 80 percent of customer service organizations will apply generative AI technologies in 2025, while forecasts indicate that by 2027,…

In customer care, the ability to monitor operational performance in real time is a prerequisite for ensuring efficiency and service quality. The realtime dashboards enable supervisory teams to instantly view queue status, agent workload, customer wait…

Technological evolution has radically transformed the customer service landscape: from legacy single-channel systems we have moved to integrated infrastructures that simultaneously manage voice, chat, email, social media, and messaging apps. This transformation requires a complete overhaul…

The personalization of the customer experience is the primary goal that companies currently engaged in the processes of servicing and connecting with end users are striving for. A interactive voice response system (IVR) modern and flexible…

This case study focuses on the use of XCALLY by one of the leading companies in healthcare in Nigeria, Avon HMO, and how the customer experience of its clients has improved through the use of the…