A Generational View of the Customer Experience
The Consumer is ready! Are you? By Julia Ochinero CMO Humach In the fast-changing world of customer service, AI and digital transformation are game-changers. Julia Ochinero,
The Consumer is ready! Are you? By Julia Ochinero CMO Humach In the fast-changing world of customer service, AI and digital transformation are game-changers. Julia Ochinero,
Humach Helps Client Boost Efficiency, Save Money By Kolby Harvey Ph.D. Head Content & Conversational Strategist Humach How does an organization improve CX without analytics and
A 24-Hour Success Story that Started with a Disaster By Kolby Harvey Ph.D. Head Content & Conversational Strategist Humach Inundated by a series of “once-in-a-lifetime” disasters,
A Humach Case Study in Healthcare Digital Agents By Kolby Harvey, Ph.D. Head Content & Conversational Strategist Humach The largest professional healthcare organization in the United
Many businesses have some type of customer service, whether it be by email or customer service calls. However, now that customers are reaching out to
Humach Shares Approach to Creating Exceptional CXThrough the Lens of Automation By Julia OchineroChief Marketing OfficerHumach Not surprisingly, this year’s Customer Contact Week in Las
ChatGPT Offer Benefits to Contact Centers While Balancing Ethics By Kolby Harvey, PhD Head of Content and Conversational Strategist Humach The ration of robust artificial
Is that agent a machine or a human? By Tim Houlne CEO Humach ChatGPT is getting a lot of buzz. People are drawn to the
And its evolution to generate language. By Bruce Sharpe Chief Product Officer Humach English is a terribly difficult language to master. Just ask anyone who
Work Wherever. Hire From Wherever By Carla Donar Director, Human Resources Humach You know working from home is part of our mainstream culture when it
Proximity, U.S.-Cultural Affinity Propel This CX Destination When accessing nearshoring contact center markets, the destinations can be grouped into four distinct categories: emerging, declining, contenders,
A Healthy Obsession with Continuous Improvement The Humach Training & Development department is obsessed with continuous improvement. This is evidenced by the passion around the
This is it! The time when all the back-end effort comes to life and the actual training session begins. To recap, Humach uses the ADDIE
Engaging training is made up of many components, including something interesting for learners to look at. However, creating visually appealing presentation slides alone just isn’t
In our first installment, we discussed how Humach’s training programs for customer sales and support teams are backed by behavioral science, focused on bridging the
The scenario is typical in many call centers. You hire new agents, train them, allow time for them to shadow another agent and then boom
Staff turnover can be high given the difficult challenges customer service and sales agents are faced with. Many times a company’s entire brand experience depends
During 2022 the amount of customer service calls steadily increased due to the influx of questions thanks to the pandemic. For many companies, this created
