CCNG
APRIL 12, 2024
If you received a penny for every time you heard “automation” or “AI” in the contact center, you could pay off the national debt in about a month. However, understanding the differences between these technologies is crucial for any organization striving to optimize operations in its contact center.
CCNG
MARCH 6, 2024
Do you sometimes feel like you are playing buzzword bingo when reading anything about AI in the contact center? A lot of customers who have spent a lifetime in the contact center and survived a world of acronyms like AHT, CSAT, and PICINC are feeling alienated in their own world. You are not alone.
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CCNG
AUGUST 9, 2023
It has the potential to revolutionize the way contact centers operate and deliver customer experiences if done correctly. While the possibilities are still being explored, there is so much opportunity presently for contact centers to take advantage of this technology. Because you are.
CX Global Media
JUNE 20, 2017
If you read the media hype about chatbots, you might get worried thinking that Artificial Intelligence will cause widespread contact center extinction. You need to focus on making your chatbot contact center smart. Is your chatbot contact center smart? Click to Tweet. Click to Tweet.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
ShepHyken
APRIL 5, 2019
This week we feature an article by Irina Kirnos who writes about how chatbots are customer experience tools that are changing the way that companies interact with their customers. Chatbots are more than just automated FAQ answer generators. That’s the kind of service that today’s chatbot can offer.
Fonolo
MARCH 2, 2023
No stranger to change, the contact center industry has been ahead of the curve throughout the global pandemic. We consulted nine industry experts to tell us all about it – and discuss the state of the contact center in 2023. Word: Contact centers are technology leaders! Customers love it.
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To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.
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Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it. What does it take to engage agents in this customer-centric era?
Speaker: Jeremy Watkin, Director of Customer Experience at FCR
If you're a contact center leader you've undoubtedly been inundated with sales people trying to get you to hop on the chatbot bandwagon. How to integrate new tools in your support tech stack, and more. But is this the best place to burn our operational calories? January 15th, 2019, 11:00AM PST, 2:00PM EST, 6:00PM GMT
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