Artificial Intelligence

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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Predictive CX Trends for Both Customer and Business Success

This partnering of technology and human interaction delivers superior results compared to using either approach on its own.

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How AI Can Make the Holidays Bright

Automated scheduling solutions can intelligently pinpoint exactly when and where additional staff is needed.

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Eight Days a Week: The Always-On Contact Center

Sixty percent of consumers globally expect to be able to engage with an organization at any time and on any channel.

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Cognitive Collaboration, Artificial Intelligence and Music Nerds

Initially, the big focus was on replacing resources but the real action will be in agent augmentation, where technology and humans work hand-in-hand to deliver better experiences.

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Making AI Work in the Contact Center

Investing in AI without an outcome-oriented plan in place can have significant consequences for your business.

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Let’s Chat About Chatbots

The best deployments use chatbots selectively, leverage AI and seamlessly hand off any collected information.

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How AI Is Reducing Handle Time and Improving the Customer Experience

Artificial intelligence is disrupting the traditional role of knowledge sharing in contact centers and reducing the burden on humans to make KM effective.

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