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Blog: Automation and AI

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5 ways to adapt now for what’s next in 2023

As the year winds down, it’s hard to tell what 2023 will bring. Some economic forecasts warn of a potential downturn illustrated by tech company layoffs and higher interest rates, while...

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Contact Center Automation: Tools and Trends for the Decade Ahead

As we look at 2023 and beyond, the implementation of contact center automation is accelerating, so it is essential for companies to implement best practices, or risk falling behind the competition....

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These 4 CX and EX trends should set your 2023 priorities

While it’s impossible to predict exactly what the new year will bring, some clear trends are emerging as we think about what customer and employee experience will look like in 2023. As we...

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5 Digital Transformation Strategies for Right Now

Companies are putting digital transformation into hyperdrive, as technologies around machine learning, AI, and automation became a necessary connection to a transformed world. What lessons do we...

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Intelligent automation vs. RPA: Avoid these common mistakes

Customer service is demanding. On average a contact center associate needs to handle complex applications, urgent customer needs, and all the manual inefficiencies that come with service inquiries....

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2021 Black Friday guide: 5 CX strategies for retailers this holiday season

Black Friday (plus Cyber Monday and the many weeks before and after) will be different this holiday season. Retailers will face customers supercharged by digital centricity who are fighting product...

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BPA vs. RPA vs. RDA, Oh My! Here are the Differences and Similarities

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...

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3 Tools that Optimize Interactions in Amazon Connect’s Cloud Contact Center

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...

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3 Ways Healthcare Can Successfully Manage Call Volume Surges

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...

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Elevate the Member Experience While Saving Millions—Yes It Can Be Done

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...

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