Every business dreams of having countless satisfied and loyal customers. Once you’ve crossed a certain point, those people are more than just customers – they are enthusiastic promoters and brand advocates of yours, who wouldn’t dream of ever switching to another competitor. Of course, these types of customers are rare. And to acquire them, businesses have to pull out all the stops, and develop a strong focus on a critical area: customer success.

Congratulations. You’ve decided to prioritize agent experience as a key driver of customer success. This move positions your business to unlock the one true secret to a better customer experience: equipped, empowered, and engaged agents. Now, where do you begin? The genesis of this proactive change program is in prioritizing improved collaboration.

Research is clear: customer service is one of the biggest drivers of customer loyalty. In fact, 78 percent of U.S. consumers say customer service is important to loyalty, according to Netomi’s State of Customer Service 2020 report. Increasingly, customers expect support that is fast, personal, and effective. To deliver the experience that customers expect, companies are adopting AI to provide immediate resolutions that bring customer delight and business value.

When teams bring together the right people, processes, and ideas from across their organization, they can accomplish amazing things together. Unfortunately not all teams work and communicate in the same tools, creating challenges for cross-functional collaborators and slowing down work on shared projects. This is especially true for technical and business teams whose highly interdependent work can get bogged down by a lack of visibility and repetitive, often duplicate, progress tracking.

A new version of our iPhone/iPad app is available today that adds support for Apple's Critial Alerts. Added in iOS 12, Critical Alerts are special notifications that can bypass the device's mute switch and Do Not Disturb settings to generate audible alerts in emergency situations. This functionality is only available to applications that have applied to and been approved by Apple.

Each day, we all communicate using a diverse range of methods to share our ideas, thoughts, emotions, and opinions. Communication is a beautiful thing that’s at the core of who we are. But it’s also very complex, and the threat of miscommunication is constantly looming. In fact, Dale Carnegie (the author of How to Make Friends and Influence People) stated that 90% of management problems are caused by miscommunication.

With the upgrade to React Native 61 came the prospect of substantially improving performance of our Android app. How? Through the use of Hermes, Facebook’s new JavaScript engine. To say that we were excited is an understatement. And with that excitement came curiosity: How is this new JavaScript engine achieving performance boosts?