Tag: chatbots
2021 Outlook: AI, Knowledge Automation and the Evolving Role of Remote Agents
Already experiencing pandemic change, contact centers can expect even more in 2021, at a more rapid pace. Call and ticket volumes continue to rise,...
Transform Your Contact Center from an Expense to a Revenue Source
No matter the brand, customer service needs to be a priority. Here’s how to make it a revenue source as well. Contact centers are often...
Automation: The Contact Center’s Grocer
In times of crisis, we often find heroes in the unlikeliest of places. The current COVID-19, or coronavirus, pandemic is no exception. The obvious heroes...
COVID-19 Impact: Recalibrating Human & AI Roles, Part 3
In this final installment of our three-part series on COVID-19’s impact on contact centers, our panel discusses how the rapid move to adopt or...
COVID-19 Impact: Recalibrating Human & AI Roles, Part 2
Our three-part series on COVID-19’s impact on contact centers and the shift to more flexible human and automated models continues with a look at...
COVID-19 Impact: Recalibrating Human & AI Roles in the Contact Center, Part 1
As the global economy gradually reopens under evolving guidance and safety protocols for companies, employees and customers, business leaders are contemplating a vastly altered...
The Contact Center Trends to Watch Out for in 2020
When invited to compile this list of customer service trends for 2020, naturally the first thing I did was look back at all of...
Surviving Post-Holiday Returns
Whew! You made it. Your team made it. Another holiday season is behind you. Despite all the challenges, despite all the: Product inquiries
Order status checks
Incorrect...
How AI Can Make the Holidays Bright
The winter holidays aren’t always “the most wonderful time of the year” for the contact center. Time-off requests and spikes in call volume, especially...
Making AI Work in the Contact Center
In the late 2000s, right around when videosharing platforms were really coming into their own, there was a curious trend among marketing executives. “Viral...
Let’s Chat About Chatbots
Those chatbots that pop up on websites, apps or social media platforms may mimic human interaction, but they aren’t there to replace humans. When...
Top 5 Posts in April
April is automation month. While that’s not an actual observance, automation-related topics definitely piqued the interest of our readers this month. Our recent chatbot...
It’s Time to Rethink Your Approach to Supporting Customer Service Agents
Building powerful and engaging customer experiences through the contact center requires several important ingredients—just-in-time and in-context analytics, artificial intelligence for self-service and after-contact work,...
Chatbots in the Contact Center, Part 4: Improving CX & Aligning Solutions to Business...
In this final post of our chatbot series, we’ve asked the panel members to give us glimpse into the trends and developments in chatbot...
Chatbots in the Contact Center, Part 3: Overcoming Customer Reluctance
Customers want easy access to information—and they want it quick. They also have little patience for self-service options that can’t understand their needs or...
Chatbots in the Contact Center, Part 2: Internal Use and Adoption
Consumers are increasingly turning to virtual assistants to save time and effort in their personal lives. Similarly, chatbot technology offers considerable benefits internally to...
Chatbots in the Contact Center, Part 1: Common Applications and Misconceptions
With consumers expecting anywhere, anytime access to conduct simple transactions, more businesses are deploying chatbots to handle routine and repetitive customer service tasks. Automation...
The Evolution of Customer Service: Landline to AI
Back in the day when you had to call for a cab instead of opening up the Uber or Lyft app, the only way...
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
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...