VHT

OCTOBER 18, 2018

Contact center managers face the constant challenge of serving customers efficiently while maximizing their convenience and making the experience enjoyable. Even with excellent self-service options, people still need to talk to a person every now and then, especially for a sensitive or complex issue.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

Fonolo

JANUARY 29, 2019

With the “era of the customer” in full swing; the increase in customer expectation for omnichannel communication; and the never-ending developments in communication methods through AI-powered self-service; it is easy to overlook the importance that the call center plays in the customer experience. That’s a whopping 25.2%

Call Center 85

Call Center Airlines Contact Center Self service 85

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Utilizing robotic process automation (RPA) in contact centers has been proven to reduce costs and increase operational efficiencies.

Technology 122

Technology Customer Service Gamification Contact Center 122