NICE inContact
JULY 26, 2019
Think adding artificial intelligence (AI) to your contact center means dramatic technology shifts? So, what might you consider as you integrate artificial intelligence into your contact center? Data shows chat has the highest satisfaction of all channels. How does a contact center meet these demands?
NICE inContact
NOVEMBER 9, 2018
Too often, efforts to improve contact center performance are based business goals like increasing labor efficiency, or lower operating cost. But contact centers are not built to serve managers, they are built to serve customers. Here are five key takeaways, in no specific order, to improve contact center performance.
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Think Customers
OCTOBER 4, 2021
Chatbot and messaging capabilities are the essential tools needed to provide this 24/7, personalized customer service. Chatbots and messaging each serve a vital role in the overall customer journey, and contact centers need to know when is the right moment to deploy an automated or human response. What’s a chatbot?
ShepHyken
MARCH 26, 2019
In Shep’s Opening Monologue… He discusses the pros and cons of chatbots. The Interview with Natalie Petouhoff: Companies that become too enamored with chatbots, AI, and other technologies can risk losing touch with their customers. They also discuss the need for diversity and inclusiveness in the workplace.
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
Vonage
MARCH 26, 2018
Consider the ways a customer comes into contact your brand, and the emotions that may influence or result from each interaction. AI is hot in the contact center because it’s helping businesses analyze previously untapped customer data at scale, providing valuable context for driving more successful customer interactions.
Vonage
DECEMBER 6, 2018
They focus on digital channels while excluding voice in the contact center. Chat, social media, mobile apps and social media are all essential to modern customer service. However, by neglecting voice in the channel mix, the contact center is at risk of becoming disconnected from digital channels.
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