Why the Human Side of Remote Work Matters Most

August 20, 2020/ Under Workforce Optimization,

Let’s face it, the workplace will forever look different.  Companies that would have never allowed employees to work from home – have now uncovered a well of productivity they didn’t know they had.  This is the new frontier of the workplace and with it, new challenges. When all your employees go virtual overnight, how do you keep your finger on the pulse of productivity?

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Partnering with IBM to Implement AI to Address a Global Pandemic

Implementing AI to Address a Global Pandemic

August 6, 2020/ Under Conversational AI,

The adoption of AI in the contact center has long been a topic of discussion. With spikes in call volume due to the COVID-19 virus and accompanying global pandemic , businesses are now looking to obtain a cost-efficient and intelligent way to address their customers’ most pressing issues. AI solutions are fueling traditional self-service approaches while also incorporating chat bots and live agent support, all in an effort to create a seamless journey for customers while providing them with the support and agility they need.

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Engaging with Customers Seamlessly

June 28, 2020/ Under Contact Center,

The world as we have known has definitely changed a lot this year, and with these changes also came new challenges for businesses seeking to engage with their customers across, in many case, new digital channels.

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3 Ways to Help Your Customers Avoid Contact Center IVR Hell!

June 25, 2020/ Under Caller Elected Callback, Contact Center, IVA,

We’ve shared just how critical a well-tuned IVR system is. After all, your customers consider your inbound contact center to be as much a representative of your organization as your storefront or your salespeople. When it doesn’t deliver, and your customers are relegated to shouting at their phones in frustration. Or even worse, hanging up altogether, they directly connect that negative experience to your brand. 

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Three Must-haves for AI in the Contact Center

May 28, 2020/ Under Contact Center, Conversational AI,

AI is redefining the customer experience and organizations are investing in implementations that support deeper uses for AI and NLP to enhance customer service and reduce costs. There are three key factors to consider when planning for AI that will impact your contact center; knowing how to leverage your data, how to best understand your customer’s needs, and how to maximize them together to make the most impact.

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How Automation is Preparing Contact Centers for What’s Ahead

May 15, 2020/ Under Contact Center,

Consumer and business behaviors have shifted dramatically and will continue to change day-to-day. The good news, and yes- there is good news, is that change creates opportunity. Businesses who invest the time to understand not only what their customers need today but what they will need tomorrow, to communicate with them, and to take a proactive approach to their changing market will achieve greater long-term success. 

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Taking a Platform Approach to Conversational AI Brings Simplicity and Speed to Digital Transformation

April 28, 2020/ Under Contact Center, Conversational AI,

The current, global challenges in managing the COVID-19 pandemic has forced many customer care organizations to transition to a remote workforce while, at the same time, experiencing significant increases in call volumes. While these challenges are immense, they do offer a singular opportunity for conversational AI to shine.

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Call Center Metrics: Is Your IVR Contributing to a Better Customer Experience?

April 16, 2020/ Under Contact Center, IVA,

When your customers contact you for support, sales or other purposes, what’s their experience like? Do you have a system in place for measuring your customer experience? Tracking contact center metrics is critical to delivering positive, brand-reinforcing customer service with every call. However, many companies lack the proper system to track and measure their data. Are you aware of what IVR capabilities you may be missing out on?

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When Dreams Become Reality

March 31, 2020/ Under Workforce Optimization,

Remember when working from home sounded like a dream? I bet in your dream it didn’t look anything like what we are faced with today. Sharing your prized workspace with your significant other and with your children (oh listen to that clarinet!) who are now being homeschooled. The abrupt change is a lot to take in much less balance with your desire to continue to be the productive and loyal employee dedicated to helping customers daily.

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Supporting Your Agents and Customers Throughout the COVID-19 Crisis

Organizations around the globe are struggling to manage the rapid influx of customer outreach resulting from COVID-19. While the immediate impact is heavily focused around the healthcare and travel and hospitality industries, businesses across every major vertical are increasingly looking to expand their contact center capacity and convert to a remote workforce to protect their employees and limit business interruptions.

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