Workforce Optimization Implementation 8 Common Mistakes to Avoid When Implementing WFO March 11, 2021 by April Bock Under: WFO, WFM

Implementing a Workforce Optimization Suite can be exciting. However, planning for a smooth implementation can be time-consuming and challenging, especially when it comes to aligning expectations. 

Should I replace or repair my voice IVR Evaluate your IVR by asking these 4 questions February 11, 2021 by Cynthia Stryker Under: Customer Experience, IVR

Customers develop a perception of your brand based on their experience with your IVR.  Your IVR is one of the many faces of your brand and a significant component of your customer experience..

Artificial Intelligence Intents vs. Entity Voice and AI Chatbots: Using Intents and Entities in follow-up questions January 14, 2021 by Mike Hentges Under: Chatbots, Artificial Intelligence

When starting out building AI-driven solutions, including IBM Watson, Google Dialogflow, Amazon Lex, or others, the discussion always starts out with “Intents and Entities”. Not overly difficult,.

Common Voice and Chat Script Problems – Part 2 December 03, 2020 by Cynthia Stryker Under: IVR, Chatbots, Scripts

In the first part of our blog, Common Voice and Chat Script Problems, we began to discuss some simple tips to improve customer experience during voice and chat interactions. Steps such as adjusting.

common-voice-and-chat-script-problems-part-1 Common Voice and Chat Script Problems – Part 1 November 05, 2020 by Cynthia Stryker Under: IVR, Chatbots, Scripts

Contact centers are complex and delivering quality voice and chat interactions is among one of the most challenging initiatives out there. But that doesn’t mean there aren’t some relatively simple.

Engaging with Customers Seamlessly October 22, 2020 by Cynthia Stryker Under: Digital Transformation, Customer Experience, multi-channel, omni-channel

The world as we have known has definitely changed a lot this year, and with these changes also came new challenges for businesses seeking to engage with their customers across, in many case, new.

Belonging-in-remote-city Fostering Belonging in Remote City October 08, 2020 by Joey Kime Under: Remote Workforce, Team Building, Belonging, Culture

In a season when many were forced to trade watercooler chatter at the office with Slack messages and company lunches with Zoom happy hours, many businesses have been surprised by the consistent and.

3 Tools Your Agents Need to Make Working from Home Successful September 24, 2020 by Joey Kime Under: Self-Service, Remote Workforce, Blog, Scheduling

For some, the switch to work-from-home sounded like an opportunity to make some serious routine upgrades—who didn’t mind trading the office’s K-cups for some whipped coffee? Commutes went from 20.

Why the Human Side of Remote Work Matters Most August 20, 2020 by Kimberley Drobny Under: Blog

Let’s face it, the workplace will forever look different.  Companies that would have never allowed employees to work from home – have now uncovered a well of productivity they didn’t know they had. .

Implementing-AI-WTI Implementing AI to Address a Global Pandemic August 06, 2020 by Cynthia Stryker Under: Self-Service, AI, Blog, IBM

The adoption of AI in the contact center has long been a topic of discussion. With spikes in call volume due to the COVID-19 virus and accompanying global pandemic , businesses are now looking to.

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