Customer service employee and supervisor coaching processes have to transition from reactive to proactive.
Here are the steps to take for defining your organization's customer service strategy.
Contact center WFM solutions must include adaptive intraday capabilities to meet changing demands in real time.
A people-first AI approach will be good for employees, good for customers, and good for business.
The quality of the customer support team is often overlooked when choosing HA vendors, but in fact, to succeed in ensuring continuous availability and minimizing downtime of your organization's systems, customer support holds the key.
Integrating genAI in call centers can significantly enhance efficiency and customer satisfaction, but only if you do it right.
New alliance combines TTEC's RealSkill curriculum development and learning methodology with Bright's AI-enhanced, immersive learning technology to improve contact center agent performance.
Automation can reduce supervisor intervention in basic contact center operations by at least 90 percent, prompting new automation product release.
How companies can help users feel safe by better securing voice assistant data. (Featured on SpeechTechMag.com.)
New patent underscores Openstream.ai's unique neuro-symbolic AI approach to create hallucination-free conversations between humans and AI agents.
Research firm MarketsandMarkets is expecting 17.5 percent compound annual growth for speech analytics worldwide over the next five years. (Featured on SpeechTechMag.com.)
Voice AI assistants add essential functionality for customers and agents. (Featured on DestinationCRM.com.)
AI is bringing about a seismic shift in the agent's role, according to CCW data. (Featured on DestinationCRM.com.)
Gartner's customer service and support predictions for 2024 highlight the transformative impact of generative AI. (Featured on DestinationCRM.com.)