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5 Tips for Successful Business Continuity Planning for Contact Centers

Interactions

The goal of a BCP for a contact center is to minimize the disruption to both agents and customers, so that business can continue as normally as possible. A BCP for a contact center should be aligned with the overall organization’s BCP to ensure a cohesive message and streamlined protocol throughout the enterprise. .

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The Future of Intelligent Decision Support Systems in Contact Centers

TechSee

This article underlines the value of DSS in customer service and focuses on the potential computer vision brings to call/chat centers, where providing a positive customer experience (CX) at scale is critical to success in the current competitive business climate. Current state of DSS in contact centers.

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Amplify Customer Experience in Retail with Conversational AI

Lumoa

Another great idea to explore is offering a digital sales agent that is voice-enabled. In turn, the virtual agent may respond with talk-back capability, allowing seamless B2C interaction. Set up chatbots for a 24/7 contact center. Your virtual sales agent is already well-equipped to deal with this.

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Work From Home Tips - Part 2

Cyara

On Monday I shared the first of three blog posts I put together on the fly with tips for initial set-up of your home-office that you may have had to move to through a mandatory work-from-home order, which many business are - understandably - enforcing at this time.

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Work From Home Tips - Part 3

Cyara

On Monday I posted tips for quickly setting up a home-office , followed by a post on Wednesday with some advice for secondary things that may make your mandatory work-from-home status a little easier. It's Friday! And, boy, it's been a long week.

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Does Automation Make Customer Service Smart?

CSM Magazine

We call the service center more annoyed. For most of us, FAQ chatbots do not solve our problems, do not save any costs in the call or contact center and weakens rather than strengthens customer loyalty. Just like a real employee in the call or contact center. Will they eventually replace people in contact centers?

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Use AI to enhance the customer experience journey.

Call Experts

Chatbots or virtual agents can address a wide range of features and questions to provide relevant analysis and efficient protocol. Develop sophisticated performance analytics that evaluates contact center metrics. Understand top tier contact center operations and benefits. Tips for getting new customers.