The Bigger Picture for AI – Getting Beyond Silos,
Chatbots and the Contact Center
AI-based technologies have the capacity to take CX to a higher level by drawing from across the organization rather than from just the contact center. Chatbots remain an attractive AI use case, but you need to think beyond this to get the richer payoff from AI. At its core, AI is about processing and analyzing […]
ARTIFICIAL INTELLIGENCE FOR AN OMNICHANNEL WORLD
Enlighten the customer journey with artificial intelligence and analytics Great customer experiences are built on great customer journeys but in an omnichannel world, journeys can easily lead to wrong turns. Today, CX practitioners know the secret to creating a positive customer experience lies in the vast amounts of complex data their omnichannel contact centers generate. […]
Elevating the Value of Self-Service with Data-Driven Automation
Companies are increasingly adopting and spending on self-service and conversational artificial intelligence to improve Customer Experience (CX). Artificial intelligence (AI) and machine learning (ML) bolster self-service, with data and automation working hand in hand with them. Companies looking to ratchet up the value of their self-service initiatives must begin automating the flow of data collected […]
Strengthening Digital with Voice
Effortlessly Resolve Customer Needs at Pace and Scale With the Power of AI A company’s ability to handle customer requests via voice is critical in orchestrating seamless customer experiences. Today, voice channels are infused with AI to meet the consumers’ demand for effortless resolution. Enlighten AI harnesses conversational data to recognize customer intent and sentiment […]
Hope is Not a Strategy
”Hope” is a poor planning method when it comes to scheduling, because it disregards the modern work environment that requires employees to engage among multiple work streams. Some WFM solutions attempt to eliminate the “hope method” by relying on historical data as a predictor of skills usage, but this method frequently falls short because it […]
Digital Channels in the Contact Center: A Paradigm
Shift for Performance and Quality
Contact centers are equipping themselves with personnel to handle the digital transformation. While traditional customer service agents might have worked on voice-only, today 54% of managers said that most of their agents are scheduled to handle both digital and voice channels. Many contact centers are equipped to handle digital, but it’s important to consider which […]
Recession ahead: How Contact Centers can do more with less
The degree to which contact centers will be impacted by looming recessionary pressures and ongoing labor shortages is yet to be fully known. However, it’s safe to predict that contact center leaders will be forced to do more with less—less financial flexibility, less talent, and less room for error. By harnessing an automated, AI-driven WFM […]
The future of CC Workforce programs: Empower Your
Talent to Drive Better Business Results
Forward-thinking contact center leaders recognize that agents play a far more crucial role than simply addressing customer demand—agents directly impact the quality and consistency of customer experiences. Contact centers with superior CX invest in training and educating their agents as well as building a positive work environment for high employee morale and productivity. Talent empowerment […]
Turn your Contact Center into an Intelligent Engagement Center
We live in a hyper-connected world in which employees and customers communicate from any location through any number of voice and digital channels. At the same time, customers expect effortless resolution to their issues. These main factors drive the search for solutions to build a workforce of engaged agents who can meet rising consumer expectations […]
The five must haves of Attended Automation
The next step in RPA evolution is the augmentation of human potential, initiative, and creativity with attended automation—on an unprecedented scale. Employees get more done when robots take over routine tasks, less time is wasted, and data capture errors are minimized. Attended automation takes this to the next level with real-time assistance that helps employees […]
