Blog: Automation and AI
Recent Posts
It’s been said time and time again: a great customer experience begins with a positive employee experience. When contact center agents are well-equipped, knowledgeable, and prepared to handle...
Life is complicated and rarely goes as planned and 2020 was no exception, especially for healthcare. COVID-19 triggered waves of individuals and families looking for help and answers, well beyond...
Healthcare contact center agents are at the frontline of the member and patient experience by providing crucial support and information. Lack of systems integration, outdated software, inflexible...
Most contact center leaders know analytics can unlock insightful clues for improving associate performance, making processes more efficient, and raising customer satisfaction levels. But with so...
As brands strive to offer optimal employee experiences, which in turn lead to better customer experiences, automation is one of the most valuable weapons in their arsenal. When done well, business...
Customers may have tolerated subpar customer experiences due to COVID impacts last year, but times have changed. They are expecting easier, better, and faster CX in 2021. The most successful brands...
The best of robotics brings out the best in people, especially in customer service, where automation is an integral part freeing agent for meaningful work. Applying automation tools, like RPA and...
As a new year draws closer, now is the time to rethink, reassess, and reimagine the customer experience. Markets continue to be roiled by unprecedented challenges and uncertainty, making it...
At the recent Forrester Data Strategy & Insights 2020 virtual conference, analysts described a future where people and technology work together to bring out their best capabilities. In particular,...
Digital channels have become the expectation for customers, and brands that don’t deliver relevant experiences in those channels are getting left behind. Digitally native organizations are...