More than half of consumers are frustrated by customer-service situations in which they can only interact with automated agents, and nearly one in five even reporting feeling angry in those situations. That’s per a new survey of U.S. consumers conducted by The Harris Poll and commissioned by call tracking and analytics firm Invoca.
Using the latest artificial intelligence technology, brands are finding new ways to streamline and automate the customer experience. But a new report shows that type of streamlined experience might be the exact opposite of what consumers actually want when they interact with their favorite brands.
After three years reporting on “Street Culture,” Street Fight looks back on five ways that company leaders are making their company culture stand out—and some of the best pieces of advice for doing the same at your business.
Based a mile from the beach in Santa Barbara, Invoca aims to maintain a culture in which employees know their ideas are important. The company sponsors softball games and ocean-side volleyball and boasts its own band.
A roundup of today’s big stories in hyperlocal publishing, marketing, commerce, and technology… Facebook Launches Express WiFi App for Its Local Business-Operated Hotspots… Why Media Companies Are Shifting Their Attention to YouTube… Why Publishers Are Eliminating Programmatic Silos…
Every two weeks, Geoff Michener covers some of the latest job changes taking place in this dynamic industry. This week’s edition includes moves and new openings at Cars.com, Comcast Ventures, Factual, and NASCAR.
Street Fight Daily: Facebook News Feed Changes Barely Alter Traffic, On-Demand Startups Falling Short
A roundup of today’s big stories in hyperlocal publishing, marketing, commerce, and technology… The Friends-and-Family News Feed Change Doesn’t Seem to be Hurting Publisher Traffic… Omnicom Wins Massive $3 Billion AT&T Ad Account… Postmates Has Failed to Make Uber-for-Anything Cheap…
Providers are introducing adaptive learning technology to categorize data and generate insights from inbound phone calls, giving merchants the ability to better understand what types of telephone calls are being driven. Here are seven examples of call analytics and attribution providers using advanced technology to identify caller intent.