AI

Three Rules to Win the 2021 Holiday Season

As we enter the 2021 holiday season, customers are experiencing more stressors than ever, including the continuing COVID-19 pandemic, disruptive…

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Mastering the Hybrid Retail Experience

With the holiday season underway consumers are deciding how they are going to shop. Some of them may plan to…

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Low-Code/No-Code AI-Enabled Chatbots

When the world went rapidly digital, customer engagement solutions such as intelligent virtual assistants (IVAs) became invaluable pandemic frontline first…

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Three Steps to Acing AI-Human Interactions

In 2018, the Harvard Business Review wrote about how artificial intelligence (AI) and humans are “joining forces” across many industries.…

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Unexpected Lessons from the 2020 Contact Center

About a year ago, I tried something that we would all agree now was a bit foolish: predict what the…

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Equipping the Enterprise for the AI-Powered Human Agent Era

From 1990 to 2010, some 4,400 children in the United States 17 years of age and younger made trips to…

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The New World for Contact Centers May Be Where We Were Already Headed

So far, 2020 has been nothing short of challenging for businesses. When the COVID-19 pandemic hit in March, we all…

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How Intelligent Virtual Assistants Are Leading the Transition to the Intelligent Enterprise

Intelligent virtual assistants (IVAs) have proven themselves to automate the handling of customer and employee requests and tasks. They are…

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How AI Can Make the Holidays Bright

The winter holidays aren’t always “the most wonderful time of the year” for the contact center. Time-off requests and spikes…

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Making AI Work in the Contact Center

In the late 2000s, right around when videosharing platforms were really coming into their own, there was a curious trend…

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Hiring for Retention: Using AI to Predict Which Job Candidates Will Be Successful

Do you have trouble hiring quality agents? Retaining the superstars? You’re not alone. Surveys suggest agent attrition is a top…

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Chatbots in the Contact Center

With consumers increasingly expecting anywhere, anytime access to conduct simple transactions, more businesses are deploying chatbots to handle routine and…

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Target Those Manual Processes with Automation

Automation, from Dictionary.com: “The technique, method or system of operating or controlling a process by highly automatic means, as by…

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How to Put Your Machine Data to Work

As consumer goods become increasingly commoditized and compete on features and pricing, many businesses are focusing their attention on delivering…

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Does AI Make Agents Happier?

The growth of artificial intelligence (AI)-powered self-service in contact centers understandably raises job-security questions for agents—will my job still exist…

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How AI Will Change the Nature of Contact Center Work

There is no doubt that artificial intelligence, robotics and automation in the contact center offer the potential to drive faster,…

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THE EVOLUTION OF CUSTOMER SERVICE: LANDLINE TO AI

Back in the day when you had to call for a cab instead of opening up the Uber or Lyft…

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Imagining The Possibilities With AI

“Remember that AI is not going to just run on its own. You need people involved for the ‘human- assisted…

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Cognitive Collaboration, Artificial Intelligence and Music Nerds

Cognitive (adjective) cog·ni·tive 1: of, relating to, being, or involving conscious intellectual activity (such as thinking, reasoning or remembering) —Merriam-Webster…

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“Unleash AI’s Power to Elevate Customer Experience” recommends Altitude Software at MECC 2018

Altitude Software, a global provider of omnichannel solutions to deliver great customer experiences, today announced that it is joining the…

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AI: Streamlining Contact Center Technology

“Integrating AI into daily call center business operations has the potential to reshape the workplace and provide unimaginable opportunities for…

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Blending AI With Human Support

The future of work and the impact that artificial intelligence will have on the workforce has been a hot topic…

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Automation, AI and Analytics: Big Data Gets Bigger

Although the term “Big Data” has actually been around since the 1990s, it was only in the last decade or…

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