article thumbnail

Contact Center Trends 2021: The CX Watershed

Fonolo

Voice is still the dominant channel in the contact center and will remain so for many years. “Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff.

article thumbnail

How to Prepare Your Call Center for Open Enrollment

Fonolo

Optimize your Self-Service Channels. Digital-savvy customers don’t want to waste time and energy calling agents when their answers can just as easily be found using self-service. Optimize Your Self-Service Channels. Get the full tip sheet here !). Offer a Call-Back. What’s Inside: . DOWNLOAD NOW! .

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Cloud Cushions the Holiday Customer Service Crush

NICE inContact

For this reason, Verizon Enterprise Solutions , a recognized leader in contact center solutions and global telecommunications, has teamed with inContact , a leading provider of cloud contact center software and agent optimization tools. This article was originally published December 29, 2015 on ICMI.

article thumbnail

Digital transformation in insurance: 4 tips for delivering instant policyholder service

Talkdesk

Root Insurance , the nation’s first licensed insurance carrier powered entirely by mobile, was founded in 2015. Implementing a cloud contact center solution has also brought new functionalities to improve Root’s operations, including: Integration with Zendesk to automatically generate tickets and tags.

article thumbnail

The ChatGPT Revolution

The Northridge Group

ChatGPT, short for Chat-based Generative Pre-trained Transformer, is a state-of-the-art artificial intelligence (AI)-powered natural language processing (NLP) model created by OpenAI, a company co-founded in 2015 to advance digital intelligence in the way it can interact with humans. from OpenAI.