Kathleen kicks off the top 5 this month with Part 1 of her two-part series on The Fine Art of Contact Center Management. She focuses on the three “Driving Forces” you must understand to successfully manage your contact center.
Next up, Mike guides us through the training and coaching challenges specific to today’s workforce.
Then, Matt walks us into the world of AI: what it is, different use cases for your center, how to develop a responsible and relevant framework, and how to overcome implementation challenges. He prepares us to embrace AI’s capabilities to improve our efficiency and CXs.
Over to Assaf, who hones in on Generative AI, specifically its Vertical AI offerings and their deep domain expertise, and how these offerings are most useful for industry-specific businesses.
Chad wraps up the top 5 with a case study of Connexus Credit Union and how they utilized passive voice authentication to serve their members better and faster. Enjoy December’s Top 5!
The Fine Art of Contact Center Management – Part 1
The earliest definition of contact center management that I know of came from Gordon MacPherson, founder of the Incoming Calls Management Institute (ICMI) in 1985. Gordon authored the Essentials Skills and Knowledge course, which began with this definition: “Call Center management is the Art and Science of getting the right number of people, in the right place, at the right time, doing the right thing.”
Meeting Today’s Coaching, Training Challenges
The key to contact center success is having a highly qualified, motivated, committed, and well-trained and coached workforce. But that is not always and is an ongoing challenge to achieve, with those challenges ever-changing.
Tailoring Generative AI for the Contact Center
As industries evolve, so do customer expectations. Customer service is more critical than ever for maintaining customer loyalty and business success. Enter Generative AI: a groundbreaking technology that promises to revolutionize the contact center and customer service industry. One that could transform how businesses interact with their customers and elevating the overall customer experience (CX).
No Turning Back on AI
The current landscape of AI (artificial intelligence) in customer experience (CX) includes a wide array of applications, rapidly emerging trends, and a significant uptick in industry adoption. And with good reason: many customers are ready to jump ship to a rival after a single subpar customer service encounter, underscoring the critical importance of outstanding CX.
Can Voice Authentication Help Overwhelmed Agents?
Credit union contact center teams have been feeling the squeeze for several years. Even with branches now reopened, credit unions are reporting that members have become accustomed to relying on the call center and call volume remains high. Success related to membership growth can also place a strain on resources, with talent in demand.
