6 min read
A couple decades ago, before call routing was the norm, you had to go through multiple calls and agents to reach the right department or person who could solve your problem. It was a painful customer experience and an expensive and inefficient...
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9 min read
Interactive voice response (IVR) systems allow contact centers to serve more customers by giving customers more control over their experience....
8 min read
Customer service is often not built to serve customers. Elevator music, endless hold times, and being routed to agents without proper training to...
8 min read
Working at a contact center is no joke. You get back-to-back calls during peak hours, repetitive conversations, short-tempered clients, tons of “hold...
7 min read
Conversational AI is a type of artificial intelligence that simulates human conversations to help customers solve problems. Usually, when talking...
5 min read
The energy and utilities industry is on the brink of a revolution, thanks to the immense potential of artificial intelligence (AI). With AI,...
13 min read
IVR and IVA are both technologies that allow customers to interact with a company without having to speak to a live agent. They have two purposes....
4 min read
Compliance is critical to organizations. However, organizations face a number of challenges in adhering compliance reporting to relevant security...
4 min read
Retail customers want shopping experiences that meet their expectations for immediacy, personalization, and quality. These expectations contribute to...
3 min read
HR operations are historically complex. Business leaders turn to HR managers to navigate organizational complexities with the least impact on...
4 min read
Artificial intelligence (AI) is transforming the contact center industry. While much of the focus has been on using AI to automate basic tasks and...
4 min read
Customers value their relationships with the brands they trust. If their experience is anything short of stellar, the company could lose that...
4 min read
The market is hot with new, “intelligent” technologies that promise to improve the customer experience. With so many options, it is necessary to take...
