Tag: customer service

October 18, 2022

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 […]

May 17, 2022

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 […]

May 10, 2022

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 […]

May 2, 2022

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 […]

March 23, 2022

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, […]

February 22, 2022

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 […]

December 20, 2021

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 […]

September 9, 2021

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 […]

July 9, 2021

“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 […]

June 23, 2021

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 […]

June 17, 2021

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 […]

May 27, 2021

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 […]

May 12, 2021

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 […]

April 22, 2021

Historically, organizations have viewed contact centers as cost centers, a necessary channel for customer support. However, many are now finding that by evolving their contact centers into multichannel platforms they can actually drive sales and customer loyalty. This also allows […]

April 8, 2021

Sendbird, a mobile engagement and communication company, this week announced it has closed $100 million in Series C funding and has moved into the ranks of unicorn startups with a valuation above $1 billion. This funding and valuation come amid […]

March 8, 2021

The use or planned use of artificial intelligence (AI) for customer experience (CX) initiatives has grown by 60.5% in just two years. An effective AI strategy has become essential to delivering competitive customer service. The challenge is customizing a well-funded […]

December 16, 2020

The transition from on-premises telephony systems to scalable cloud-based contact centers is happening. No question about that, the need for an omnichannel customer service experience that meets a customer on their preferred channel isn’t in question. But the element that […]

October 28, 2020

The pressure to maintain the highest level of customer service and keep a business running is a challenge experienced by many businesses. Telecommunication companies are no exception. Whether launching revenue-generating services faster or embracing new technology such as 5G and […]

October 27, 2020

Voice biometrics technology is used to verify a person’s identity using their unique vocal attributes, the way they speak. Everyone has different physical and behavioral voice characteristics. These influence the sound of their voice and in combination these are unique […]

August 25, 2020

If your company has an IVR system (an automated entity which answers the call and sorts callers into “departments”), chances are good that it might be the very first impression of your business for many of your customers or clients. […]