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Tag: customer service


Modern Media, Unified communications

Assessing Gen AI’s Impact in the Contact Center, Part 2

February 16, 2024

Via: No Jitter

Welcome to No Jitter’s Conversations in Collaboration series. In this current series we’re asking industry leaders to talk about how AI can boost productivity – and how we define what productivity even is – with the goal of helping those […]


Modern Media, Unified communications

A Wish for 2024: Better Communication, Better Customer Service

January 17, 2024

Via: No Jitter

In 30 years as an independent consultant, I have seen so many industry ups and downs, technologies being introduced or falling out of use, predictions, acronyms, and bleeding-edge solutions. Reflecting on 2023, I saw some disturbing situations that I hope […]


Modern Media, Unified communications

How Generative AI will Improve ROI in the Contact Center in 2024

January 10, 2024

Via: No Jitter

With the economic soft-landing set to continue in early 2024, the time is now for businesses to act quickly to ensure long-term success. To thrive, companies need to find ways to save money while not compromising quantity and quality of […]


Modern Media, Unified communications

Avaya Partners Cognigy and Journey Expand Customer Service Capabilities

July 31, 2023

Via: No Jitter

At Avaya Engage, I had the opportunity to meet with two of Avaya’s strategic partners, two names I keep hearing about: Journey and Cognigy. Both exhibited at the Avaya Engage conference last month and presented in the analyst track. Each […]


Modern Media, Unified communications

The Self-Service Revolution for the Modern, Digital Contact Center

June 30, 2023

Via: No Jitter

The term contact center often evokes thoughts of a large office building, rows of desks, and agents lined up one-by-one answering an endless barrage of customer calls. While agents are still the heart of an organization’s customer service, the customer […]


Networks & Systems

Understanding the Role of Generative AI in Modernizing Customer Experience

May 31, 2023

Via: No Jitter

Generative artificial intelligence (AI) is revolutionizing many aspects of business operations, particularly in customer service. The use of bots to handle high-frequency, low-complexity tasks is well-established. Generative AI is impacting the role of customer service agents, challenging the belief that […]


Modern Media, Unified communications

No Jitter Roll: New and Improved Solutions for Customer Service and Team Collaboration

April 14, 2023

Via: No Jitter

Welcome to this week’s No Jitter Roll, our regular roundup of product news in the communication and collaboration spaces. This edition of NJR focuses on an AI implementation and a pair of announcements that aim to foster better collaboration. ChatGPT […]


Modern Media, Unified communications

Contact Center Knowledge Management: How to Select Vendors

October 18, 2022

Via: No Jitter

Knowledge management (KM) is the brain behind contact center customer service, without which customer service will be clueless. While KM has been around for a while, it’s experiencing a resurgence due to technology innovation, the evolution of best practices for […]


Editorial

3 Reasons Why Cloud Contact Centres Are the Next Step in Customer Success

May 17, 2022

Via: Nakisani Jacobs

At the same time that the implications of the global pandemic have created difficulties for many, they have also sparked an opportunity for growth and change.  One key area that has continued to evolve even as we return to a […]


Modern Media, Unified communications

5 Ways AI is Disrupting Contact Centers

May 10, 2022

Via: No Jitter

For a painfully long time, business leaders treated contact centers as cost centers. They assumed customer service was inherently unprofitable and squashed costs wherever possible. But the days of the cost center as a contact center are coming to a […]


Regulations

Sophisticated Data Collection Means Sophisticated Data Dilemmas

May 2, 2022

Via: No Jitter

To me, one of the great takeaways from Enterprise Connect 2022 was the discussion of increasing levels of sophistication in data collection—some might call it “strip mining”—and repackaging that data for other uses, i.e., revenue generation. From the contact center […]


Modern Media, Unified communications

CCaaS Embraces Video Channels for Better Customer Interactions

March 23, 2022

Via: No Jitter

The contact center market is quickly embracing video as a new channel but will customers use the newest channel? Last month, Zoom launched its own standalone CCaaS solution, Zoom Contact Center with a single desktop client capable of contact center, […]


Modern Media, Unified communications

Conversational AI: A Fresh Start for the Contact Center

February 22, 2022

Via: No Jitter

Replicant, a conversational AI provider, launched its Thinking Machine voice AI platform in 2019. The Thinking Machine processes complete sentences in real-time, allowing businesses to apply the voice AI platform to various customer-service call flows. With the growing demand for […]


Modern Media, Unified communications

CCaaS: Rethinking Your CX and Customer Service Strategy

December 20, 2021

Via: No Jitter

As the pandemic wears on, the term “contact center” is becoming increasingly anachronistic. Touchless has replaced in-person, and the only “contact” people want to have these days is contact tracing. When it comes to “center,” there’s no such thing as […]


Networks & Systems

Salesforce Digital HQ Re-Defines Effortless Service

September 9, 2021

Via: No Jitter

Salesforce today announced it is adding new AI-powered automation and digital channel innovations to Service Cloud 360. Salesforce’s annual user and partner event, Dreamforce, is being held virtually in two weeks — with its kaleidoscope of product, service, and partner […]


Modern Media, Unified communications

Dial M for… Empathy

July 9, 2021

Via: No Jitter

“Empathy” is the buzzword of the moment in the world of contact centers. Ironically, it owes its current popularity to the growth and success of AI in the contact center. The idea is that AI can improve contact center capabilities […]


Modern Media, Unified communications

In a Digital Era: Why You Must Evolve Your Contact Center

June 23, 2021

Via: No Jitter

We are living in the era of constant digital bombardment –– social media alerts, push notifications, messages, unsolicited emails, robocalls, and bubble chats coming from all sorts of apps and websites. One study found that users receive on average over […]


Modern Media, Unified communications

Public Sector Dials In to Benefits of Cloud Contact Center

June 17, 2021

Via: No Jitter

In early 2020, when the pandemic made in-person customer service impossible, contact centers quickly became a lifeline. Within weeks, hundreds of public sector organizations and companies turned to Amazon Connect, the cloud contact center platform developed by Amazon Web Services […]


Networks & Systems

Customer Demand isn’t Declining: Here’s How to Keep Up

May 27, 2021

Via: No Jitter

It’s been a year since we sent almost all contact center customer service representatives (CSRs) to work from home (WFH). Yet, it’s estimated that only 52% of the CSRs today are—which is still a surprisingly low amount considering that most […]


Modern Media, Unified communications

WFH Increases Productivity? I Just Don’t Buy It

May 12, 2021

Via: No Jitter

The work-from-home (WFH) trend is here to stay for contact centers. As a proof point, Gartner reported 70% of customer service and support employees “want to continue working from home after the pandemic ends,” with service leaders saying “30-80% of […]