Welcome to the Top 5 Blog Posts in November. Topping the list this month, Kathleen warns of the downside to prioritizing cost-cutting measures, such as layoffs and reduced training, in your contact center; specifically, how the customer experience ultimately suffers if your center is not well staffed, trained, and cared for. Next, Brian details some of the ways AI can improve your agents’ effectiveness in dealing with today’s rising customer service expectations.
Then, Richard shares findings from TransUnion’s 2024 State of Omnichannel Fraud Report, and what steps you can take to minimize and mitigate these fraud risks. Ketuman focuses on how to authenticate your callers seamlessly and securely to avoid the staggering level of deepfakes that have arisen (think 900% increase annually) from GenAI tools.
Finally, Rachel educates us on voice commerce: what it is, how it is shifting eCommerce, and how it will continue evolving.
Happy Reading!
Is Your Contact Center Overexercised?
Boeing CEO David Calhoun made a statement recently about Boeing’s safety issues. He spoke of an “overexercised” supply chain and factory and this has sparked conversation. In today’s landscape of transformational vocabulary, even mundane terms get revamped; “overexercised” might become a classic CEO quote.
Guiding Customers on Their Journeys
Businesses with contact center operations are facing a core challenge. Namely customers’ service expectations keep rising, but the agents whose job it is to keep them happy often lack the right tools, resources, and training to serve them well.
Can Contact Centers Mitigate Fraud Risks?
Fraud, unfortunately, has become pervasive in customer interactions, whether these take place in person, online, or yes, through the contact center. The challenges become in finding ways to prevent fraudsters from reaching contact centers and agents without making the customer experience (CX) overly burdensome to the point where customers will walk away from or hang up on businesses.
Is Your CX Thriving in the Age of Deepfakes?
2023 was the year of Generative AI (Gen AI). There were significant levels of investment in advancing machine learning and deep learning technologies resulting in ChatGPT, Bard, GitHub Copilot, Dall-E, and Gen AI (artificial intelligence) tools getting mainstream popularity. These GenAI technologies stand to deliver billions of dollars in productivity, efficiency, and revenue enhancement gains to companies and individuals. But every technological paradigm shift has a dark shadow. In this case, it’s deepfakes.
Speaking to Buy
In today’s digital era, we are heavily reliant on texts and emails for communication. However, there are instances when we resort to phone calls or voice messages, primarily because conveying a lot of information is often easier through speech.
