Blueworx

Happy Customers = Happy Banks

Blueworx

With the increase in technology making competition for customers more fierce than ever, banks have a huge incentive to improve their customer experience. But just how important is the customers […]. The post Happy Customers = Happy Banks appeared first on Blueworx.

Artificial Intelligence in the Contact Center

Blueworx

We are all exposed to some form of Artificial Intelligence (AI) on a daily basis. Whether we employ it for personal projects with Siri, on our device’s software to efficiently […]. The post Artificial Intelligence in the Contact Center appeared first on Blueworx.

Conversational AI – Reaching new levels of engagement

Blueworx

The way people interact with businesses has been revolutionized the past few years, thanks to the innovative advances now available through conversational AI. Conversational AI has allowed our contact centers […]. The post Conversational AI – Reaching new levels of engagement appeared first on Blueworx. Blog Conversational AI Voice Response Watson Assistant

4 Steps to Building Your AI Strategy

Blueworx

Experience partnering with organizations in the early stages of AI has uncovered two recurring perceptions of how it applies to the contact center. The first perceives artificial intelligence as the […]. The post 4 Steps to Building Your AI Strategy appeared first on Blueworx. Blog AI Strategy Contact Center

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook today, and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics!

Agent Assist with Blueworx Voice Response for Linux 7.10

Blueworx

The Advent of Agent Assist Artificial Intelligence is already transforming the contact center. Customers are delighted that they are getting their business done more efficiently and companies are pleased to […]. The post Agent Assist with Blueworx Voice Response for Linux 7.10

Blueworx Authentication Service Fights Fraud and Improves Customer Experience

Blueworx

Traditional caller authentication methods often require the customer to provide seemingly endless ‘secure’ information to prove their identity, creating a slow and frustrating user experience. And as fraudsters continue to […].

Your Contact Center in the Cloud – Consider Better UX

Blueworx

Are you contemplating the BIG decision move your contact center to the cloud? There are a lot of factors to consider when taking this step and one of the most […]. The post Your Contact Center in the Cloud – Consider Better UX appeared first on Blueworx. Blog Cloud Contact Center Customer Experience

Smart, Dynamic CX in the Modern Contact Center

Blueworx

You cannot get around it – contact centers must modernize their operations to remain competitive in the current business landscape. Artificial intelligence is able to contribute to this effort in […]. The post Smart, Dynamic CX in the Modern Contact Center appeared first on Blueworx. Blog AI Contact Center CX

Digital Marketing and Lead Generation Specialist

Blueworx

Join the experience revolution We are true believers in making every interaction intelligent, natural and downright enjoyable. If you want the chance to make a difference every day for Blueworx […]. The post Digital Marketing and Lead Generation Specialist appeared first on Blueworx. Careers

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

Credit Unions – Take Member Experience to the Next Level

Blueworx

Building loyalty, meeting higher than ever service expectations and differentiating products and services from your competition are challenges that every Credit Union faces today. Searching for ways to take the […]. The post Credit Unions – Take Member Experience to the Next Level appeared first on Blueworx. Blog Contact Center Credit Unions IBM Watson IVR

Your Contact Center in the Cloud

Blueworx

What does moving your Contact Center to the cloud mean to the customer? Are there benefits? Calling into a contact center is never a favorite task of anyone. We know […]. The post Your Contact Center in the Cloud appeared first on Blueworx. Blog Call Routing Cloud Contact Center

Six Pillars of Customer Experience

Blueworx

We live in a world where pizza delivery gets to your home faster than the police. No offense intended members of law enforcement. Rather, kudos to all those technologists out […]. The post Six Pillars of Customer Experience appeared first on Blueworx.

Benefits of Callback Option in Your Contact Center

Blueworx

A great Customer Experience is at the top of the list when looking at ways to develop loyalty and shine above competitors. Businesses spend millions marketing their products trying to satisfy […]. The post Benefits of Callback Option in Your Contact Center appeared first on Blueworx. Blog Callback Contact Center

The Future of Contact Centers: What Technology Is Right for Your Customers?

Speaker: Laura Sikorski, Contact Center Consultant

Your Contact Center is the most customer focused area in your organization. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction.

PCI Compliance in the Contact Center

Blueworx

Administrators of Contact Centers have 2 major bosses when it comes to maintaining a secure credit card environment: the companies that issue the cards and customers who are nervous about […]. The post PCI Compliance in the Contact Center appeared first on Blueworx. Blog Contact Center IVR PCI compliance

Fun Contact Center Facts to Start Off 2018

Blueworx

Let’s face it, contact centers are not that exciting – but times, they are a changing. This next year the focus across the board will be on the customer journey. […]. The post Fun Contact Center Facts to Start Off 2018 appeared first on Blueworx.

Bots Are Not Just the New IVR

Blueworx

In my last article on virtual assistants and bots improving CSAT by cutting down on boredom ([link] ), one thing I didn’t address was how to add automation to the […]. The post Bots Are Not Just the New IVR appeared first on Blueworx.

Healthcare – Mobile and Self-Service Options for your Contact Center

Blueworx

Customers expect businesses to provide quick, convenient ways to access information and manage routine transactions. The banking, travel and retail industries have embraced mobile and self-service technologies to satisfy their […]. The post Healthcare – Mobile and Self-Service Options for your Contact Center appeared first on Blueworx. Blog appointment scheduling healthcare

How to Build a CX Program from the Ground Up

It’s no secret - customer experience is the new competitive battlefield. In this eBook, TopBox shares step-by-step guidance on how to build and scale a rock-solid CX program that will fuel measurable revenue and affect organizational change.

12 Days of Blueworx

Blueworx

So, who are we exactly and what is it that we really do? I mean of course besides being an awesome team of people who might play ping pong between […]. The post 12 Days of Blueworx appeared first on Blueworx.

Easing Hectic Holidays with AI

Blueworx

The holidays are in full swing and even if you couldn’t tell already by the Christmas lights that adorn the many homes, you definitely can tell by the wait times, […]. The post Easing Hectic Holidays with AI appeared first on Blueworx. Blog AI Customer Experience CX IVR UX Waston

Does AI Contradict Credit Union Missions?

Blueworx

Customer expectations when it comes to convenience is higher than ever. Without having to look up from your screen or even leave the house, life is happening right at your […]. The post Does AI Contradict Credit Union Missions? appeared first on Blueworx.

Chatbots – An Attractive Option for your Contact Center

Blueworx

Contact Centers are transforming to keep up with the needs and demands of customers. Automation has always been part of the contact center world – and so it is no […]. The post Chatbots – An Attractive Option for your Contact Center appeared first on Blueworx. Blog Chatbot Contact Center

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Making Outbound Notifications Part of Your Contact Center Experience

Blueworx

Providing a great customer experience through your contact center goes a long way towards building loyalty to your brand. Satisfying this need takes more than ramping up staffing or adding […]. The post Making Outbound Notifications Part of Your Contact Center Experience appeared first on Blueworx. Blog AI Blueworx Outbound Notification

Catching Your IVR System Up With the Times

Blueworx

The office of the 1970s was built on paper files, the office of the 1980s was built on word processing, spreadsheets, and other PC software, and the office of the […]. The post Catching Your IVR System Up With the Times appeared first on Blueworx. Blog Cloud IVR Migration White Paper

79

The Omni-Channel Movement

Blueworx

Compared to even 5 years ago, technology has never before been so integrated into our daily lives. Look around you, how many internet-connected devices are within arm’s reach? These things […]. The post The Omni-Channel Movement appeared first on Blueworx.

Do you hate waiting in line?

Blueworx

Do you hate waiting in line? On hold? Most of us would certainly answer, “yes.” ” However, the psychology behind waiting in line says that most of us don’t hate waiting […]. The post Do you hate waiting in line? appeared first on Blueworx.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Forbes: Reinventing Interactive Voice Response For The Digital Era

Blueworx

“Few technologies are more despised than interactive voice response (IVR). It doesn’t help that big companies have largely replaced the dreaded ‘press one for sales’ with voice recognition technologies. Instead […].

Creating a Better Customer and Agent Experience with AI

Blueworx

What if we could tell you the contact center can be better, faster, smarter and more successful in creating loyalty with your customers that is long lasting? Creating a better […]. The post Creating a Better Customer and Agent Experience with AI appeared first on Blueworx. Blog AI Contact Center Customer Experience Live Agent Smart Agents

Insert Brain Here

Blueworx

Artificial intelligence, or AI, has gotten record breaking smart. It has outsmarted world champions in poker, chess, and even won jeopardy (we all thought for sure it was impossibly rigged, […]. The post Insert Brain Here appeared first on Blueworx. Blog AI ANN Brain CX Deep Learning

72

Building a Foundation for Dynamic Contact Center Infrastructure Performance Monitoring and Reporting

Blueworx

Release 7.6 of Blueworx Voice Response Leveraging real-time data analytics enables a faster, more precise and effective ability to make decisions over those evaluations made with conventional data reporting. Today, […].

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Trends in the Contact Center World – 2019

Blueworx

Blueworx is committed to providing the best service and support available by applying innovative thinking while finding creative solutions that will ensure we deliver the best applications and experiences possible. […]. The post Trends in the Contact Center World – 2019 appeared first on Blueworx. Blog 2019 Trends Contact Center

Leveraging AI Into a Positive Customer Experience

Blueworx

Successful enterprises understand the importance of customer loyalty. 52% of people stop using a company’s products or services based on bad customer service interactions. And their opinion matters. Users take […].

Technology and Humans Deliver the Best in User Experience

Blueworx

I bet you can recall the last time you had a really terrible customer experience. It was probably pretty recent and could still be as fresh as day in your […]. The post Technology and Humans Deliver the Best in User Experience appeared first on Blueworx.

Significant Enhancements Offered in New Release: Blueworx Voice Response for Linux 7.3

Blueworx

The Blueworx team continues to develop the capabilities of Blueworx IVR for Linux with the availability of Blueworx Voice Response 7.3, featuring additional key elements for management and configuration. Blueworx […].

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.