Assisted Service

The Contact Center Trends to Watch Out for in 2020

The future of the contact center is both humans and bots working in harmony to deliver efficient service—all in the name of happier customers.

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Three Major Predictions for the 2020 Contact Center

As expectations continue to evolve, and technology advances at an increasingly fast pace, the one constant contact center leaders need to prepare for in 2020 is further change.

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Use Agent Voice DNA to Improve Contact Center Hiring Results

We couldn’t help but notice how the voice qualities of the agent seemed to have a strong influence on each call’s outcome.

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KISS Method: “Keep It Simple with Speech”

The fact that you can now buy inexpensive, powerful, yet ‘easier-to-operate’ speech tools with impressive NLP platforms is changing the landscape.

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Robocalls? Don’t Shoot Me, I’m Only the Harmonica Player

The practice of spoofing has gotten so inexpensive that it has grown exponentially, leading to the proliferation of these calls and the nearly nonstop ringing of the phone.

Technology Assisted Service

How Technology is Paving the Path to Workplace Wellness

As managers, your job is to elicit the ‘right’ behavior at scale, repeatedly.Automation, once viewed as a threat to workers and their jobs, is now an ally.

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Enhance Your Customer Support with Video

Screen recordings give clients an actual look into the process that they’ll need to recreate, guiding them through example.

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Target Those Manual Processes with Automation

Way too many centers still have way too many manual process steps, negatively impacting the customer experience and the cost of doing business.

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Chatbots in the Contact Center

Brands that have successfully implemented chatbots have taken a hybrid approach, with AI helping to make human interactions more effective and more impactful.

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Could Your New Seasonal Employee Be a Robot?

RPA can be that helping hand in the contact center to eliminate tedious, time-consuming tasks, reduce hold time and after-call work, and help agents and seasonal workers onboard and get up to...

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How AI Will Change the Nature of Contact Center Work

Organizations are forging ahead with plans for AI deployments and automation projects. Do you have a plan in place to transform the people and process side of the equation?

Technology Assisted Service

Assisted Service Is Alive and Well…

When customers need the human touch, technology enablers can help to ensure successful interactions.

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