Modern Media, Unified communications
February 28, 2024
Via: No JitterWelcome 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
February 16, 2024
Via: No JitterWelcome 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
January 17, 2024
Via: No JitterIn 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
January 10, 2024
Via: No JitterWith 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
July 31, 2023
Via: No JitterAt 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
June 30, 2023
Via: No JitterThe 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 […]
May 31, 2023
Via: No JitterGenerative 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
April 14, 2023
Via: No JitterWelcome 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
October 18, 2022
Via: No JitterKnowledge 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 […]
May 17, 2022
Via: Nakisani JacobsAt 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
May 10, 2022
Via: No JitterFor 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 […]
May 2, 2022
Via: No JitterTo 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
March 23, 2022
Via: No JitterThe 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
February 22, 2022
Via: No JitterReplicant, 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
December 20, 2021
Via: No JitterAs 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 […]
September 9, 2021
Via: No JitterSalesforce 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
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
June 23, 2021
Via: No JitterWe 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
June 17, 2021
Via: No JitterIn 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 […]
May 27, 2021
Via: No JitterIt’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 […]