Artificial intelligence (AI) is transforming the contact center industry, but yet most SMB (small and midsize businesses) struggle to implement such solutions – both because of lack of trust and inability to analyze market changes. This can lead to the situation where such businesses will be inable to provide the same quality of customer experience… Read More »
While AI is often discussed in terms of replacing human call center agents, its current focus lies in enhancing agents’ roles by acting as an intelligent assistant. It aids in researching customer queries, finding resources, and offering options. Additionally, AI assists in after-call wrap-up tasks by creating summaries and generating analytics for operational improvement. AWS… Read More »
In recent decades, brands have shifted focus towards self-service customer support, leveraging IVR technology and the internet for perceived cost savings. However, this reliance on self-help solutions may be causing customer dissatisfaction. According to the J.D. Power U.S. Cross-Industry Customer Service Experience Study, customers spend an average of 18.10 minutes per interaction, with 40% having… Read More »
We live in the era of multichannel communications. Even though it is now common for clients to prefer SMS or email communications, phone support is still a leading customer service channel. Recent studies show that around a half of customers still prefer voice channels for customer support purposes – and this number isn’t going to… Read More »
It can seem like no one loves talking by phone these days. Instant messaging has changed the way people communicate, and as phone communication was always a challenge for introverted people, it looks like this way of communicating is losing its positions. Nonetheless, when it comes to customer issues resolution, there is no better way… Read More »