Our Insights

We share our thoughts, our experiences, and the ideas we've had along the way.
Customer service is broken
Customer service is broken - but the technology is now available to fix it. That was the key message when
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Scapes Tickled Pink Award Winner
At 1904labs, we publicly recognize the efforts of our coworkers with a pink feather. Feathers can be given whenever someone
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g2i-promo-blog
We’re sponsoring Gateway to Innovation 2022. We’ll also be presenting again this year and hope you'll join us!
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Is your RFP process sidetracking your end goals? Here are two ways the process breaks down - and how to
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Contact center customer insights cover image
Learn how leveraging AI in your contact center opens a world of data and gives you customer insights that extend
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potbangerz3
As part of our employee holiday gifts this year, 1904labs donated 240 blankets to Potbangerz, an organization helping the unhoused
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Use ol-kit, the open-source React and OpenLayers mapping component toolkit, to add a map to your React app for free.
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Upcoming Webinar Customer Analytics Blog Photo
Note: This webinar has now occurred. Please see the replay at this link. Most organizations now have the technology to
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Customer Service Journey Recap Blog Photo
The current caller customer service journey is fraught with friction points. We discuss how to use IVAs to alleviate the
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designing intelligent virtual agent conversation paths
The team started creating Wally, our Intelligent Virtual Agent, by determining what questions he should answer - and how to
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Conversational AI Virtual Agent Blog Header
Wally is our brand new Conversational AI Virtual Agent and is happy to help callers with any issue they may
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one-on-ones
Regular one-on-one meetings are the most valuable coaching tool in a manager or servant leader's toolkit. Here are some best
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Upcoming Webinar Customer Service Journey
Note: This webinar has now occurred. Please see the replay at this link. The importance of good customer service has
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Conversational UX Design Photo
Carol Righi and Tom Thelen discuss why conversational UX design is so important in contact center AI transformation.
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contact center transformation webinar blog photo
In this webinar, we will discuss how to realize value out of a contact center investment.
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on-demand webinar conversational ux design
Carol Righi and Jeremy Chu recently presented on the important principles of Conversational UX Design.
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Josh Fischer Headshot Apache
Agile Engineering Lead Josh Fischer presented at the recent ApacheCon on working on a project in the Apache Incubator through
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IVRs often fail to engage with the caller. Conversational AI Virtual Agents differ because, as the name indicates, they offer
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enterprise-contact-center-leaders-headset
Customers today have myriad ways to contact a business, enabled by the digital explosion that has taken businesses online. Despite
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Watch Nick Rafferty's journey from student to full time Data Engineer
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guild-simulator-header
Matthew “Coach” Carter is developing Guild Simulator; an idle video game that combines two things he loves -- video games
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innovation-first
As the pandemic continues to move into our rear view mirror, we're evolving to an Innovation First approach to where
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daughters-role-model
Our Innovation Hours Program gives our employees time to work on their own passion projects every week. As part of
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grokking-streaming-system-covers
Grokking Streaming Systems has been in the making for the past two years and the book is now a step
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