Entries by Mandy Reed

I Have Live Chat. Why Do I Need an IVA?

By Karen McFarlane, VP of Marketing (Americas) Great question and glad you asked! The answer is quite simple. To start, think about why you employed live chat in the first place. Was it to: Reduce volume to your contact center? Provide online customer assistance? Increase customer loyalty and reduce barriers to engagement? All of the above reasons have significant monetary […]

5 New Year’s Resolutions That May Not Have Made Your List

By Karen McFarlane, VP of Marketing (Americas) As you start implementing your 2016 plans, don’t forget that you already have a powerful marketing tool at your disposal that you need to consistently nurture – your customers. They are your single most important marketing tool and no amount of money can equal their impact. With customer […]

Opportunity for Retail Banking Solutions in 2016

By Chris Ezekiel, Founder & CEO In December BAI Banking Strategies published an Executive Report examining the coming year for the retail banking sector, and found the general outlook to be a combination of optimism and uncertainty. While this report focused mainly on the US, I know many of the challenges and opportunities identified will […]