Five Key Things Travel Industry Contact Center Leaders Need to Consider in Today’s Economic Climate
Growing travel demand and disruptions in the last year can affect future customer loyalty depending on the contact center platforms in use. This is especially true for small to mid-size travel organizations and related businesses. Here are five solutions and strategies to consider that help with digital transformation, intelligent efficiencies, and evolving the contact center […]
Is Your Contact Center Ready for the Back to School Rush?
For retailers, the lazy days of summer are anything but. It seems as soon as summer begins, it’s already time to start planning for the inevitable surge that comes with back-to-school shopping. And then when that rush subsides, the one-two punch of Black Friday and the holiday shopping season is right around the corner! The […]
Pivot Your Business Now to Survive the Inflation Wall
When we hit a wall and can’t go any further, we need to pause, assess the situation, and then adapt and figure out where we can pivot. Businesses in every industry are now hitting the inflation wall and must deal with it. As a result, inflationary pressures are driving the need for organizations to be […]
Tips to Attract New Agents (And Keep the Ones You Have)
Agent turnover is an issue businesses in every industry are dealing with more than ever. New employees are being hired and trained but then try it out for a week and leave. And that’s if they even show up at all. Businesses are losing money and time. Why is this happening, and what can you […]
Conversational AI Gets Clever
At Google’s annual developer conference, Google I/O, much of the keynote was dedicated to advances in conversational AI. The segment was split between new capabilities for Google Assistant, which is a conversational AI tool that you can use today, and LaMDA, Google’s research program that’s creating the conversational AI of the future. Google is making […]
IVR Analytics and Reporting
To get the most from your IVR, you need to know exactly what’s going on within it at all times – and the key to total IVR visibility is comprehensive reporting. A great IVR is one where any problems or bottlenecks are swiftly and elegantly fixed before the performance suffers. But it’s extremely hard to […]
AI can’t solve your customer service problem. Here’s why.
Everyone’s talking about AI. Like “the cloud” numerous years ago, if your product isn’t powered by AI, forget it. If you believe everything you read, you’d think AI is the answer to everything from driverless cars (which it is) to natural and engaging chatbots, intelligent assistants, and IVR systems (which, unfortunately, it isn’t). The problem is […]
Start With the Caller: Why UX Research is Vital to Great IVR
Too many IVRs are developed without giving due thought to the callers who use them. Here’s why it pays to do user experience (UX) research. Steve Jobs famously said: “You’ve got to start with the customer experience and work back towards the technology – not the other way around.” Yet for many companies designing and […]
How Voice Biometrics Keep Your Contact Center Secure
In this day and age, passwords are no longer enough. If you’ve ever watched a spy movie, you’ve seen things like vaults and secret rooms protected by multi-factor authentication such as facial verification, fingerprint recognition, and retinal scanning. It’s usually the madman trying to bring down the world that uses these tools. He’s uber-rich, so […]
8 Steps to a Brilliant Bot Strategy
It’s time to build a Bot Strategy. Are you ready? Now I’m going to cover how to do that. How to build a bot strategy that suits you, and your business. This is not trial and error, nor a 1-day workshop delivered by a tech partner to convince you to buy their stuff. This is […]
Want Your IVR to Perform Like Alexa or Google Assistant? Here’s How You Do It.
Consumer expectations are being set by voice assistants like Siri, Google Assistant, and Alexa. We interact with this technology every day. So do business leaders. We often hear clients complain that their own voice channels pale in comparison to the voice assistants offered by tech giants. Frequently, they assume the solution is investing in new […]
A Conversation About Conversational AI
Alexa, Black Friday, and boiled tea(?) – A chat with an expert. I had the opportunity to sit down with Sarah Reitsma, Director of UI at Waterfield Technologies, to discuss conversational AI in the contact center and how it is helping industries of all sizes and types provide better user experiences, streamline processes, and meet […]
