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Few terms have been more topical in the last five years than digital transformation. An ongoing process for decades, its importance was further magnified when COVID-19 disrupted life virtually overnight, forcing businesses to go virtual overnight. … [Continue reading] about Adapting to Evolving Customer Expectations
The evolution of customer service has transitioned from traditional call centers to digital platforms. This shift in customer support is primarily driven by the integration of artificial intelligence (AI). AI-powered customer service is changing the … [Continue reading] about Revolutionizing the Service and Support Experience
Contact centers’ artificial intelligence (AI) adoption rates are rising. From 2024 to 2032, market research predicts that the global call center AI market will grow at a 19.8% compound annual growth rate (CAGR). As AI systems touch more aspects of … [Continue reading] about Building Ethical AI Practices
“Our abandons have shot up!” declared a supervisor. “The new system must be dropping calls!” It was a Monday morning during the summer of 1997 and I’m in Phoenix, Arizona where it’s 120 degrees in the shade. Having recently joined an upstart tech … [Continue reading] about Solving the CX Calculation Discrepancy
In today’s competitive business landscape, customer service has become a critical differentiator. As customer expectations evolve, contact centers are transforming from cost centers into strategic assets. The Challenge of Fragmented Data is Real A … [Continue reading] about The Secret Sauce for Contact Center Success
In the age of digital transformation, businesses and organizations lean on the customer data they collect to make informed decisions and drive successful outcomes. However, this data has a serious flaw because, unlike fine wine, a company’s data does … [Continue reading] about The Impacts of Data Decay
Overhead projectors. Pagers. One-line red LED tickers. These were the early ways we shared our call center statistics. It is incredible how much the contact center landscape has evolved since then. Words we use today such as chatbots, predictive … [Continue reading] about From Efficiency To CX
In an industry that relies on improving both resource efficiency and customer experience, AI has the potential to make clear, tangible impacts on many of your most well-defined use cases. From cutting down on long call waiting times to improving … [Continue reading] about Best Use Cases for AI in Contact Centers
Dissatisfied Customers, Unsatisfactory Responses? Table of Contents, October 2024FEATURE ARTICLEDissatisfied Customers, Unsatisfactory Responses?By Brendan Read; Q&A with John GoodmanHow best to pay attention to customers.IDIOM INSIGHTSElevate Your … [Continue reading] about Contact Center Pipeline Magazine October 2024
Customers, it appears, have no shortage of issues: product and service-related, but sometimes customer service-related, to contact companies about and on a growing array of channels. But are companies listening? Are they responding as well as they … [Continue reading] about Dissatisfied Customers, Unsatisfactory Responses?
