Blog: Automation and AI
Recent Posts
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...
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...
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....
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...
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...
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 Lack of systems integration, outdated software, inflexible...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...
Customers are expecting easier, better, and faster CX in 2022. And customer service organizations need to meet these needs head on. The most successful brands will blend Artificial...