We’ve all been there…  We start a transaction on a self-service channel and we run into an issue somewhere along the way and need help from a live agent. Most often it’s a frustrating experience. In order to get the agent up to speed we are forced to repeat the same information we already provided. There has to be a better way! A seamless experience for customers is no longer a nice-to-have; it is an emerging requirement. Continuity across channels and the agent....

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