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Contact center customer service issues, best practices, and trends
Current Issue Operations Strategy Customer Experience People Turnover Technology Self-Service
Self-service, automation, and testing key: and critical.
Operations People Technology Self-Service Remote Work Operations
Operations People Development Technology Self-Service
Operations Strategy Customer Experience People Technology Omnichannel Self-Service Artificial Intelligence
Strategy Customer Experience People Development Omnichannel Self-Service White Papers
Strategy Customer Experience Technology Self-Service White Papers
Operations Technology Self-Service Artificial Intelligence
There has been a recent influx in flexible DIY chatbot solutions, such as IVAs, to bring the power of conversational AI to the hands of business users.
Technology Self-Service Artificial Intelligence Editor's Picks
Customer interactions are about to get a lot more complicated. It’s the job of contact center agents and CX experts to make those experiences feel simple.
Technology Omnichannel Self-Service Artificial Intelligence Editor's Picks
Technology Self-Service Artificial Intelligence
Having proven their mettle and efficacy on the customer front lines, [IVAs] are quickly graduating to a manager role in the organization.
Technology Self-Service Assisted Service
If removing friction from the customer journey is your goal, then it’s time to consider using intelligent automation.
Technology Self-Service White Papers COVID-19 Customer Retention
Modern consumers want to self-service if they can do so in an efficient and effective manner.
Technology Self-Service White Papers
Operations Assisted Service Technology Self-Service
There are some tasks that automated processes will never be able to accomplish with the same results or general efficiency as a human being.
While HAL was able to converse naturally with people on any imaginable topic, the conversational user experience with AI still isn’t there and probably won’t be anytime soon.
Find areas of opportunity to decrease customer effort or automate mundane tasks for your customers.
Anyone can copy your software, but it’s very hard to copy your hiring and training strategy, and your culture. Those are the two fundamentals that have set us up for success.
Technology Self-Service Strategic management
There is a massive focus in the industry to try to push customers toward digital, not just to reduce costs, but because customers are asking to have those channels available.
Text is the app that never leaves your phone. It’s the only app that everybody has that is consistent no matter which mobile platform or wireless carrier the consumer uses.
Technology Self-Service Operations management
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