Creating a Dynamic Contact Center Experience With AI
Keeping a call-center running smoothly can be challenging for even the largest enterprises. Customers call in expecting immediate service and engagement for their issues. Contact center agents want support from higher-ups in managing their call queues and getting to critical customer complaints promptly. Incorporating artificial intelligence customer experience solutions can go a long way toward relieving pain points experienced by both groups.
Modernizing the CX in Your Contact Center
If you have not updated the way that you do business in your Contact Center recently, then you likely are not providing a modern customer experience. Ensuring that you are delivering an experience that your customers need is critical to future growth and satisfaction.
6 Positive Features of Chatbots in Contact Centers
Automation has always been part of the contact center world – and it is getting even bigger with the addition of chatbots. While they are in a basic stage now, as is with all things related to AI, chatbots are getting better the more we use them. Machine learning is different than human learning – it’s only as good as the data we feed it. Chatbots lack natural cognition to challenge inputs such as 2+2 = 5. But over time, patterns are established that make chatbots “intelligent” – smart enough to take on more and more complicated tasks.
How The Callback Option Can Improve Your Contact Center Performance
Businesses spend millions marketing their products trying to satisfy existing customers and gain new ones. A great Customer Experience is at the top of the list when looking at ways to develop loyalty and shine above competitors. However, all that effort goes to waste when customers feel upset and frustrated when they call into your contact center to resolve an issue – and have to wait and wait to talk to a representative.
One bad customer experience can lead to consumers dropping a business’s services and switching to a rival. Companies can make headway in reducing hangups by employing a callback option in their contact center.
Increase ROI in Your Contact Center with Artificial Intelligence
Contact centers must streamline operations in order to remain competitive in the modern business landscape. Artificial intelligence has the ability to do this in ways that a strictly human team simply cannot. Many contact centers that are falling behind with the technology are also falling behind in performance. Let’s take a look at some of the ways that artificial intelligence is used in the modern contact center.
Understanding the True Value of Omni-Channel Customer Engagement
Does your organization currently have a multi-channel customer engagement strategy? How about an omni-channel strategy? Whether you do or don’t, it is important that you understand the difference between the two. Before you can adopt best practices, you have to understand what you’re working with, as well as what you’re working toward. Multi-channel and omni-channel customer engagement help you achieve separate objectives.
Many people believe the difference between the two terms is very subtle. However, once you take a closer look, you’ll quickly notice they are, in fact, two strategies that follow two very distinct paths. Let’s explore their meanings and how they can help you to create seamless interactions with your customers.
Baseball and Contact Center Technology
It’s that time of year when baseball appears on our television again…Batter Up, Baseball season has begun! But why are we talking about baseball? Well, the management of a sports team, any type of athletes on a team really, is not that different from the management of contact center agents. Remember the Oakland A’s—the major league baseball team that inspired the book and movie Moneyball? They integrated big data analytics into their team strategy and it changed the game as we know it. By leveraging available data, the team manager was able to assess specific players’ values and performances to assemble power-packed lineups for each game. The end result: one of the most influential strategies to hit professional baseball.
Great Customer Experience – No Magic Wand Necessary
As Contact Center managers spin around feverishly trying to keep up with the latest self-service trends, customers are continuing to do what they have always done…pressing zero a bunch of times trying to reach an live person! Although technology is our friend when it comes to our smart phones and talking cars, customers still have a tendency to want to talk to an agent, even for the simplest of tasks.
This seems to hit the banking industry especially hard. A live person telling a person their bank balance is somehow more reassuring than hearing it from an automated voice. But is answering this simple inquiry in this manner an efficient way to conduct your business?
Trust and Artificial Intelligence
Despite the fact that Artificial Intelligence (AI) has become a household term over the last few years, studies show that there is still a widespread sense of trepidation around the topic. According to a report published by Forbes last month, when consumers were given a list of popular AI services, 41.5% could not give an example of AI that they could trust. Significantly, in verticals that traditionally have the human touch such as financial planning or healthcare, over half of customers say that they do not trust AI to help them out.
I Want It NOW! Customer Experience in the Contact Center
We have all experienced that frustration. We’re running out the door and just need to make that quick call to get a simple answer. Only we find that instead, we have entered the never-ending tangle of a Contact Center that wants us to press 1 if this or press 2 if that etc. No, we don’t want to make a choice – we want our answer NOW!
Contact Centers are evolving, just as all businesses are in these days of rapid change. It is important to realize that Customer Experience can be the determining factor that sets one company above another. And figuring out which is the right experience to give can be hard to determine. One individual contacting you might want the situation dealt with instantly, another needs to be pampered so they can feel good about whatever they’re doing.