Common Voice and Chat Script Problems – Part 1
Contact centers are complex and delivering quality voice and chat interactions is among one of the most challenging initiatives out there. But that doesn’t mean there aren’t some relatively simple enhancements every company can make to improve performance. What is one of the most effective? Implementing script best practices to your voice and digital channels […]
Fostering Belonging in Remote City
In a season when many were forced to trade watercooler chatter at the office with Slack messages and company lunches with Zoom happy hours, many businesses have been surprised by the consistent and even increased efficiencies from their employees. As it turned out, the ease to which teams made the adjustment to remote work now […]
3 Tools Your Agents Need to Make Working from Home Successful
For some, the switch to work-from-home sounded like an opportunity to make some serious routine upgrades—who didn’t mind trading the office’s K-cups for some whipped coffee? Commutes went from 20 minutes to 20 seconds, and athleisure became the new business casual. But as days turned into weeks and weeks turned into months, screen fatigue had […]
Why the Human Side of Remote Work Matters Most
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 […]
Implementing AI to Address a Global Pandemic
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 […]
Engaging with Customers Seamlessly
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. We know that leading brands are always looking for ways to improve visibility across communication channels. Many are now […]
3 Ways to Help Your Customers Avoid Contact Center IVR Hell!
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 […]
Three Must-haves for AI in the Contact Center
By implementing best practices for conversational AI, you’ll enable your contact center to increase sales, decrease time to resolution, and provide the best customer experiences possible.
How Automation is Preparing Contact Centers for What’s Ahead
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 […]
Taking a Platform Approach to Conversational AI Brings Simplicity and Speed to Digital Transformation
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. Conversational AI allows major brands and enterprises […]
Call Center Metrics: Is Your IVR Contributing to a Better Customer Experience?
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. […]
When Dreams Become Reality
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 […]
