One common misconception about virtual assistants is that they are ‘all or nothing,’ meaning that the goal should be to fully automate a customer interaction.
Technology Artificial Intelligence
WAH agents don’t just have to be wired technically, they need to be properly wired emotionally.
This ability to be wherever a customer’s journey starts or ends gives KM solutions the unique ability to fulfill the true holy grail for customer experience-savvy organizations: increasing...
Technology Self-Service Assisted Service
Automated analytics software can give contact center managers a complete picture of a customer interaction by looking at patterns in speech, desktop and text interactions.
Digital empathy happens when companies ‘listen’ to customer behavior across channels, learn from it and apply their knowledge to improve a customer’s digital experience.
Cloud-based systems open a whole new world of features. Make sure you know what to ask for when you are evaluating a new dialing system.
Technology White Papers
Enabling human agents is a perennial challenge in the contact center industry, particularly in terms of supporting the need for remote working without compromising productivity.
Technology Unified Communications
The more I researched the Roarin’ Twenties of a century ago, the more I began thinking that we may be on the cusp of a Roarin’ Twenties of our own. This could be a decade that defines the current...
The study found that the number of channels agents are balancing is the second most common stressor (67%), just behind the amount of paid time off they receive (75%).
There are so many opportunities in these little moments that customers have when they’re calling into a contact center or engaging with a frontline employee to make things better—and...
Technology Artificial Intelligence White Papers
Without a doubt, 2020 will surface more ways, both practical and innovative, to leverage AI and improve both customer and employee experience.