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Contact Center Volume Reduction Is a Multichannel Opportunity

Volume Reduction Is a Multichannel Opportunity

Our annual challenges and priorities survey, as well as our project experience, show that high attrition, absence and adherence issues, and the uphill battle...
Refining the Hiring Process

Refining the Hiring Process

What leader wouldn’t love to fill his or her contact center with highly skilled customer service professionals who will stay for a while and...
Data-Driven Advice for Providing Excellent Customer Service

Data-Driven Advice for Providing Excellent Customer Service

What qualifies an excellent customer service experience? We are all consumers who need a little help once in a while, so you would think...
The landscape for engaging with customers is changing fast.

Coming Soon to a Contact Center Near You!

The landscape for engaging with customers is changing fast. Consumers expect hyper-personalization—and they want a choice of ways to communicate with the companies with...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in October

This month, thoughts of the graveyard were on the minds of workforce management professionals—graveyard shifts, that is. Our most popular post in October, by...
Contact Center Trends - Artificial Intelligence, AI

Hot Trends Impacting Contact Centers: Artificial Intelligence

We can’t publish a series on trends without including artificial intelligence (AI). In our five-part series on hot topics that are impacting contact centers,...
Creating Career Paths for Contact Center Agents

Creating Career Paths for Agents

There is no doubt that technology has accelerated the pace of change in contact centers. Yet when it comes to the human element, some...
Chatbots—The Next Step in the Evolution of the Contact Center

Chatbots—The Next Step in the Evolution of the Contact Center

Thanks to the rise of mobile texting and messaging apps, “chatbots” are causing a stir in the world of customer service. In 2016, Business...