James Mastan’s stories
To provide more effective and tailored customer service, businesses should tap into analytics.

Globally, the big data and analytics market is set to reach $203 billion by 2020, according to a recent study by IDC. And increasingly, smart companies are realizing that data analytics can and should be applied to customer service operations. In the contact center, demand for analytics now spans all channels, including voice, digital, and […]

Businesses must tap into customer emotions in order enhance the experience and drive brand loyalty.

Today is Valentine’s Day. Though often associated with boxes of chocolates and grand gestures, it’s more importantly a day when we all stop and show appreciation for the loved ones in our lives. From wives and boyfriends to secret admirers and school crushes, Valentine’s Day is about celebrating relationships of all kinds. But companies often […]

It’s time to set the record straight on these commons customer service misconceptions.

Is the Loch Ness monster real? Some say yes, some say it’s a myth. Myths don’t only exist in the realm of fantastical creatures, but also in the more down-to-earth world of customer service. Let’s take a look at five customer service myths that we frequently hear at Nuance and provide a reality check that […]

As customers increasingly expect to be able to interact with businesses on a variety of channels, companies must evaluate whether they’re ready for the shift to digital.

In the first two posts in this series, I discussed how customer service interactions are becoming increasingly focused on digital channels. This shift is becoming more profound as the number of digital channels proliferate and so businesses must understand how this wave of digitization will impact the customer journey and their customer service strategy. For […]

Businesses must consider how digitization will impact the call center.

In my last post, I introduced the idea of “digitization” and discussed how it is affecting companies’ customer service strategy. Now I want to explore one specific part of the business that is directly impacted by the rise of digital channels: the contact center. The shift to digital is and will continue to impact contact […]

Businesses are adopting digital channels for customer service.

When people refer to the “digitization of customer service,” it’s just a fancy way of saying that digital channels such as text, messaging apps and social media are where the action is shifting to for customer service. As consumers are becoming increasingly connected and reliant on multiple channels in their everyday lives, businesses are taking […]

A recent survey from Wakefield Research found 81% of consumers want more intelligent technology options in customer service situations.

We’ve all had this experience: you call in to customer service, but are greeted by an automated system that doesn’t allow you to reply, severely restricts your response options, and provides inadequate information to allow you to successfully resolve your inquiry. Or perhaps the information that was provided was simply not relevant to what you […]

Companies need to meet customers where they are: which is on mobile devices and reading notifications.

We’ve entered a period where consumers are attached to their phones at every turn, even going so far as to sleep with their devices. Cell phones are always around and almost always on, which means users are constantly receiving notifications. Billions of smartphones, millions of watches—even thermostats and refrigerators—are lighting up to tell us something […]

Customers may not have the memory of elephants, but businesses can give them a helping hand by providing proactive notifications.

There is an old adage which says, “elephants never forget”. According to researchers, an elephant’s memory is a key part of how they survive in the wild. So it would be hard to match the memory of an elephant under any circumstance. But with the rise of smartphones and other technology, humans have taken an […]

Though multi-channel, cross-channel and omni-channel are often used interchangeably, learn the differences in order to craft a clearer customer experience.

Virtually any article on customer service or customer experience these days contains one or several of the following key words: multi-channel, cross-channel, and omni-channel. Though these words are often used interchangeably, each has a different definition and application. To demystify the jargon, here’s a quick guide to what these terms actually mean and how they […]

Great customer experiences drive positive business results.

The days of the customer service window are long gone. Today, the smartphone serves that purpose. Customer interactions with your company can occur at more touchpoints than ever before, including web, phone, email, text, and with live customer service agents. The quality of the experience a customer has when interacting on any of those touch […]

Bringing inbound customer contact center calls to a favorable resolution while staying completely contained within the IVR can bring significant business rewards to your company.

In my previous two posts in this blog series I highlighted that mastering call containment is a must for contact centers if you want to reduce costs, increase customer satisfaction, and create an effortless experience for your customers. Based on Nuance experience and industry best practices, I’ve also identified four tips to help a containment […]

The printing press, and now intelligent self-service brings automation to an outdated system.

A simple invention in 1440 changed the world: Johannes Gutenberg developed the printing press, which reduced labor time, increased business profitability, and has led more than 130 million printed books to be shared around the globe. Gutenberg did not create a new idea, but simply found a way to automate an outdated system. Following in […]

IVR call containment can provide a great customer experience that reduces costs and inspires customer loyalty.

In my previous post, I highlighted that mastering call containment is a must if you want to reduce costs in your contact center and increase customer satisfaction. While the primary goal of cost containment centers is to contain costs, it can do more than just contain if done right. It can provide a great customer […]

IVR call containment can do more than just contain – it can provide a great customer experience that leads to a resolution for the customer and inspires loyalty.

What does the word “containment” really mean to a person? As I pondered this question, it occurred to me that the meaning of containment was entirely dependent on the context in which the word is used. For example, if you work in a nuclear power plant, containment means keeping the radiation on the other side […]

Happy Earth Day 2015! Send a text, save the world.

Frogs. Granny smith apples. Martians. Shamrocks. Can you spot the trend? Of course you can– all of these items are green. And your company can be too! Of course I mean that from an environmental perspective. After all, it is Earth Day, and given that it is, I’m going to share a secret with you. […]