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Turn modern customer expectations into reality with phenomenal CX

These days, consumers aren’t easily impressed. Equip your organization with the tools you need to maintain the demands and expectations of the modern customer and deliver outstanding CX. Read the report to delve deeper into these key CX-enhancing tactics: Encourage long-term loyalty with a modern CX framework Download Turn modern customer expectations into reality with […]

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 […]

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 […]

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 […]

Enterprise knowledge management in the age of the AI revolution

Enterprise knowledge … AI-powered knowledge management is poised to transform the digital customer service space. The New Digital Landscape Your customers have already moved beyond First Generation digital (Email, Chat) on to Next Generation… Exciting opportunities are… More companies than ever before are hiring CX outsourcers like you to increase performance and reduce… AI-powered knowledge […]

A NEW ERA OF GOVERNMENT GRANTMAKING: Time for a cultural and digital transformation

Prepare for a new path in government grantmaking Learn how embracing digital transformation and cloud-based technology can help your team tackle the biggest challenges facing government grantmaking programs. Get guidance to help you choose the right technology and advice on how to make the transition achievable sooner than you might think. Download A NEW ERA […]