Artificial intelligence makes many aspects of your contact center smarter today: it helps locate conversations in quality monitoring solutions, and it helps build better, more intelligence schedules. In some cases, it even drives customer chat, either handling chat responses entirely or guiding human agents to finding better answers more quickly. So why shouldn’t it add… Read More »
productivity for increased profits. This pursuit is particularly pronounced in the domain of contact centers, traditionally deemed as cost centers but evolving into profit-generating hubs with the aid of modern technology. Within this technological landscape, Interactive Voice Response (IVR) stands out, offering capabilities that extend beyond the conventional “Press 1 for this, press 2 for… Read More »
While talking about future of customer service, let’s come back to its history. 1876. This was the year Alexander Graham Bell invented the telephone. His first words that were also first words said through telephone were “Mr Watson, come here, I want to see you.’ The telephone enabled people to communicate remotely, which was also… Read More »
The roots of self-service bring us back to the voice channels – primarily the IVR system was the only available self-service system. Nonetheless, IVR has always been considered a “robotic” way to provide customer service, that’s why there have been numerous attempts to humanize it – and speech recognition software was the greatest one, even… Read More »
When it comes to winning a competition in business, the best thing you can do is to offer some exclusive options your competitors don’t provide. And even though it sounds obvious, most companies can’t even adequately address the differentiation question or rely on the quality of their customer service, which is often the same to… Read More »