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.

3 Ways to Help Your Customers Avoid Contact Center IVR Hell! June 25, 2020 by Marketing Under: Caller Elected Callback, Customer Experience, IVR, Blog

We’ve shared just how critical a well-tuned IVR system is. After all, your customers consider your inbound contact center to be as much a representative of your organization as your storefront or.

Three Must-haves for AI in the Contact Center May 28, 2020 by Kimberley Drobny Under: CX, conversational ai, AI, Blog

AI is redefining the customer experience and organizations are investing in implementations that support deeper uses for AI and NLP to enhance customer service and reduce costs. There are three key.

How Automation is Preparing Contact Centers for What’s Ahead May 14, 2020 by Cynthia Stryker Under: Self-Service, outbound, automation, strategy, Blog

Consumer and business behaviors have shifted dramatically and will continue to change day-to-day. The good news, and yes- there is good news, is that change creates opportunity. Businesses who invest.

Taking a Platform Approach to Conversational AI Brings Simplicity and Speed to Digital Transformation April 28, 2020 by Dan Miller Under: intelligent virtual agent, conversational ai, self-service ai tools, Blog

The current, global challenges in managing the COVID-19 pandemic has forced many customer care organizations to transition to a remote workforce while, at the same time, experiencing significant.

Call Center Metrics: Is Your IVR Contributing to a Better Customer Experience? April 16, 2020 by Marketing Under: Customer Service, Call Center Metrics, Customer Experience, IVR, Blog

When your customers contact you for support, sales or other purposes, what’s their experience like? Do you have a system in place for measuring your customer experience? Tracking contact center.

When Dreams Become Reality March 31, 2020 by Kimberley Drobny Under: Remote Workforce, Telework, Work-life balance, Blog

Remember when working from home sounded like a dream? I bet in your dream it didn’t look anything like what we are faced with today. Sharing your prized workspace with your significant other and with.

Supporting Your Agents and Customers Throughout the COVID-19 Crisis March 17, 2020 by Cynthia Stryker Under: Cloud, Caller Elected Callback, Remote Workforce, Blog

Organizations around the globe are struggling to manage the rapid influx of customer outreach resulting from COVID-19. While the immediate impact is heavily focused around the healthcare and travel.

Google Dialogflow – capturing numbers with voice March 04, 2020 by Mike Hentges Under: Google Dialogflow, Voice, AI, Blog

Google’s Dialogflow environment is a great place to build natural-language understanding applications that automate both text-based (chatbot) and voice-based interactions. All of the voice-enabled AI.

Don't Hold, Get a Call Back! Caller Elected Callback in Your Contact Center January 29, 2020 by Donna Penwell Under: Abandon Rate, Caller Elected Callback, Blog, Contact Center

Empower your callers with an option to receive a call back rather than wait on hold until an agent is free to talk to them.  75% of customers now choose to leave their phone number and receive a.

Contact Center Self Service and the Customer Experience January 16, 2020 by Donna Penwell Under: AI, Blog, Customer Experiemce, Contact Center

Automating parts of your Contact Center tasks are at the top of the list when considering how to transform your business.  AI fueled self-service options help to improve internal productivity, the.

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