CCNG
FEBRUARY 14, 2024
In response, contact centers have been forced to evolve operationally. Recently, it became obvious to me that the definition of knowledge management has also evolved—and in a big way. The question is, have our contact centers kept up with this knowledge evolution? We also have multiple channels to serve customers.
MiaRec
DECEMBER 7, 2023
Whether you haven't officially dabbled with Contact Center AI yet or you are a trailblazer, you will have heard different, confusing, and sometimes conflicting things about what Artificial Intelligence (AI) can and cannot do. We see firsthand how difficult it can be to sort through all the hype and noise out there.
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CCNG
NOVEMBER 15, 2023
Have you ever experienced a contact center implementation project where there were surprise costs? I don’t know the industry statistics for how often this occurs in contact centers, but a variety of 3rd party IT industry organizations and journals say it’s above 30% for software projects.
CCNG
APRIL 19, 2023
Does your contact center jokingly reference certain teams as “Bad News Bears”? I should note that this movie is definitely culturally insensitive, but it has still become a part of our cultural lexicon.) Contact centers are typically composed of individual teams tasked to meet common goals determined by the organization.
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LiveVox
SEPTEMBER 25, 2023
From enhancing customer experiences in contact centers to streamlining content creation, AI voice generators are making their mark.
NobelBiz
APRIL 3, 2023
Generally speaking, in the contact center space, people tend to look at the one-to-one interaction with an agent as the primary means of obtaining information about products and services. A functioning self-service system generally empowers clients with the tools and resources necessary for their inquiries. You guessed it; it’s money.
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