Dina begins our Top 5 by delving into the benefits of cross-industry benchmarking. She provides insights on how and where to begin, ways benchmarking leads to greater advancements for your organization, and what the future holds for benchmarking.
Next, Dave highlights findings from their study on planned AI adoption in the contact center. Based on the data, he offers recommendations for implementing AI in your center.
Up next, Sean explains how to provide your agents with a clear growth path through cohort-based learning to promote agent retention. Julie then gives insights on how to bring out the hidden sales team in your agents.
Finally, Cloud Tech Gurus offers reasons not to delay your plans to incorporate AI into your center.
The Power of Cross-Industry Benchmarking
Recently I listened to a CEO address the entire company about their firm’s growth emphasizing the transformative power of sharing knowledge. “Innovation isn’t just about solitary genius,” he said. “It’s about the synergy that comes from working together, sharing our struggles and best practices, and learning from each other’s experiences. That is what makes a world-class organization.”
AI Is Coming to Your Contact Center
In light of the AI Stargate project and it’s $500 billion privately-funded initiative, it is worth reflecting on a recent study that looked at planned AI adoption through workforce engagement management (WEM) applications in the contact center.
Why Learning Together is Best
Since the COVID-19 pandemic, employers, including their contact centers, have noticed significant shifts in the labor market.
The Hidden Sales Team in Your Call Center
For years, the idea of turning inbound customer service agents into salespeople has been met with resistance, hesitation, and in many cases, failure.
Why Contact Centers Can’t Afford to Wait
The Wall Street Journal recently ran a detailed piece on AI voice agents poised to revolutionize customer service. The article paints a picture of rapid advancements in voice AI, companies using virtual agents to handle high call volumes, investors pouring billions into the space, and technology that’s becoming increasingly humanlike in conversation. But it also flagged the usual industry caution: concerns about accuracy, hallucinations, and whether AI is ready to fully replace traditional contact center solutions.
