If companies integrate generative AI correctly into their contact centers, they'll meaningfully improve the customer experience (CX), boosting customer satisfaction, loyalty, and revenue. (Featured on DestinationCRM.com.)
Posted August 01, 2023
Here are five ways ChatGPT could do damage to both your CX and overall brand if left uninhibited.
Posted July 25, 2023
The phone channel still has a significant role in the age of digital service; here are three key reasons companies can't neglect calls when completing their digital transformations.
Posted July 18, 2023
Human and AI collaboration is the key to customer service success.
Posted July 05, 2023
AI-driven workforce management + quality assurance = consumer-centric experiences.
Posted June 26, 2023
To maintain close customer relationships as your business grows, establish best practices and look to emerging AI.
Posted June 13, 2023
To maximize the benefits of chatbots built on generative AI, treat them as digital employees with ongoing onboarding and training; chatbots can train your staff, too.
Posted June 05, 2023
The possibilities are huge when large language models are combined with virtual humans.
Posted May 30, 2023
Are you making innovative decisions or falling for the hype? Here's a look at what it truly means to be innovative.
Posted May 24, 2023
AI-enabled virtual agents can improve customer and employee experiences in many ways.
Posted May 17, 2023
Establishing and maintaining digital trust is not just a competitive advantage, it is a business imperative. And the contact center can play a critical role in preserving consumers' trust. (Featured on DestinationCRM.com.)
Posted May 15, 2023
Gig CX can help companies retain customers in these uncertain economic times.
Posted May 10, 2023
With economic uncertainty and customer demands mounting, companies can stay on top with personalization and the right kind of data.
Posted May 02, 2023
In an increasingly AI-focused landscape, the human connection is still important.
Posted April 25, 2023
Large language models are disrupting CX. Here's where the tech is at and where it can best be applied to get the most out of your CX.
Posted April 18, 2023
Companies can shift the CX narrative with conversational artificial intelligence platforms.
Posted April 11, 2023
Motivate agents regardless of where they work and they will deliver better customer experiences.
Posted March 21, 2023
A complete, scalable, AI-infused platform can change the customer experiences your company offers.
Posted March 14, 2023
Adequately supporting customers in their time of need can prevent them from switching to a competitor.
Posted March 06, 2023
Amid tight labor markets and rising customer expectations, customer service departments are using AI-enabled tools to stay competitive.
Posted March 01, 2023
Empathy, flexibility, and authenticity will help companies weather the CX storm.
Posted February 22, 2023
Customer-centric technology deployments can help healthcare companies combat employment issues.
Posted February 14, 2023
There are small switches you can already make quickly and easily to make your own work more efficient.
Posted February 06, 2023
Businesses must provide their agents with all the tools possible to make their jobs as efficient as possible and improve satisfaction.
Posted January 30, 2023
With attended automation, agents are better prepared and equipped to resolve difficult customer inquiries.
Posted January 23, 2023
Being organized properly, having the right people in place, customer-centricity, and alignment on what customers need and how to best and most efficiently meet these desires is tough but critical work.
Posted January 17, 2023
By investing in their front-line workforces, providing training and a path toward a professional career, and sharing in their successes, organizations can improve their employee engagement and customer experiences.
Posted January 10, 2023
5 trends that will change the nature of customer experience in 2023.
Posted January 03, 2023
Companies that adopt the right mix of automation and humans stand to gain the most in the coming year.
Posted December 27, 2022
We all know happy employees lead to happy customers, and here are five tips to ensure that you have both.
Posted December 20, 2022
Marrying automation and a human touch will be key for customer service in 2023.
Posted December 12, 2022
Most of us have had at least one experience with a call center that didn't quite meet our expectations. But it doesn't have to be that way.
Posted December 06, 2022
Companies can address the looming AX crisis by reimagining knowledge management with an omnichannel knowledge hub.
Posted November 28, 2022
AI can re-humanize contact center agents to connect with human consumers in ways computer algorithms never could.
Posted November 21, 2022
Employee engagement is very important to the success of any business because happy people do the best work.
Posted November 15, 2022
Solutions and technologies available to contact centers can help their agents find the work-life-balance that quiet quitters seek out. (Featured on DestinationCRM.com.)
Posted November 10, 2022
It's time to put your automation strategy in the hands of the people who know your customers best and restructure your CX organization.
Posted November 08, 2022
The new staffing requires dismantling data silos and empowering the human-bot workforce.
Posted November 01, 2022
Technology enables crystal-clear connections and empowers remote call-center agents.
Posted October 25, 2022
The promise of chatbots remains unfulfilled because most of them still don't work.
Posted October 17, 2022
There is no technology today as practical or transformational to the service industry as computer vision AI.
Posted October 10, 2022
Companies and agents have more tools than ever to serve customers, but they can't work in isolation.
Posted October 03, 2022
With visual support tech and augmented reality tools, businesses can provide a human connection, resolve issues faster, and reach more customers.
Posted September 26, 2022
Voice AI removes monotonous tasks from agents' workloads, helping boost retention rates.
Posted September 20, 2022
Gig CX can help companies cut costs, retain employees, and increase customer satisfaction, all of which are crucial during times of economic uncertainty.
Posted September 13, 2022
To improve customer service/support, more cross-team collaboration is needed.
Posted September 06, 2022
To meet today's customer expectations, businesses must adapt voice of customer (VoC) methodologies, embracing technology and improving the customer experience.
Posted August 30, 2022
By leveraging AI and machine learning, call centers and other businesses can create easy-to-digest analytical summaries from conversations or groups of conversations that can tell where conversations are going well and where they could be improved. (Featured on SpeechTechMag.com.)
Posted August 26, 2022
Customers want to connect with companies the same way they message with friends and family, pushing organizations to integrate private and social messaging into their customer service channel mix.
Posted August 22, 2022
Making improvements to knowledge distribution and engagement can have a significant impact on customer service operational efficiency and the employee experience.
Posted August 15, 2022