Incorporating Technology to Improve Contact Center Agent Performance
- By Keith Kirkpatrick April 14, 2022
Organizations have been inundated with inbound inquiries for a variety of reasons, including billing and administrative issues, customer and technical support reasons, and sales and general feedback questions. Naturally, as the number of inbound...
Read MoreUsing Session Replay to Improve CX Interactions
- By Keith Kirkpatrick April 13, 2022
One of the key challenges involved with analyzing customer journeys revolves around identifying the triggers and inflection points that have a real impact on CX. Oftentimes, the devil is in the small details, which may not be apparent to live...
Read MoreGoogle Launches Cloud Contact Center AI Platform
- By Alex Gaw March 29, 2022
Underscoring its goal to provide a complete out-of-the-box, end-to-end offering for contact centers, Google announced a full-fledged platform solution that brings together artificial intelligence (AI) capabilities, cloud-scalable structure, and...
Read MoreMethods for Improving Agent Training
- By Keith Kirkpatrick March 18, 2022
A primary factor influencing whether customers have positive or negative experiences is still based on interactions between human agents and customers. Even with the use of artificial intelligence (AI)-driven predictions, deflection tools, and...
Read MoreUsing Co-Browsing to Improve Customer Experiences
- By Keith Kirkpatrick March 8, 2022
The old adage “show, don’t tell” is apropos in today’s visually dominant and increasingly complex world, particularly for organizations that interact with customers through the web or mobile devices during sales or support activities....
Read MoreEvaluating Chatbots for Customer Support Applications
- By Keith Kirkpatrick March 2, 2022
A key technology used to aid in call deflection within a contact center is the chatbot, a text or voice-based interface that is deployed on the website or within an application to simulate conversation with users and seamlessly support users. Many...
Read MoreZoom Launches New Contact Center CX Offering
- By Alex Gaw February 28, 2022
Four months after failing on a multibillion-dollar bid to acquire a call center platform, video conferencing company Zoom now has its own contact center solution that is optimized for video interaction with customers, combined with unified...
Read MoreEssential Contact Center Agent Skills
- By Keith Kirkpatrick February 22, 2022
Contact center technology plays an important role in helping to ensure a positive CX, particularly in an omnichannel world. Customers expect to be able to contact and engage with companies through any channel—in person or via voice, email, chat,...
Read MoreThe Role of Contact Centers in Improving Patient Experiences in 2022
- By Andrew Broderick February 21, 2022
A recent webinar with Steve Leaden, president and founder of Leaden Associates, which designs enterprise communication strategies for US healthcare organizations, and Patty Hayward, head of provider and payer strategy at Talkdesk, provided insight...
Read MoreNAB Case Study: Supporting Interactions Through Digital Messaging
- By Keith Kirkpatrick February 16, 2022
A key strategy being deployed by organizations seeking to improve their customers’ experiences includes leveraging both artificial intelligence (AI) and digital messaging, with the goal of supporting interactions with customers through the...
Read MorePriya Vijayarajendran to Join ASAPP as Chief Technology Officer
- By Alex Gaw February 11, 2022
Priya Vijayarajendran, the prominent artificial intelligence (AI) executive who led data and artificial intelligence (AI) initiatives at Microsoft, is joining ASAPP as chief technology officer (CTO) effective March 1. At ASAPP,...
Read MoreCustomer-Facing Workers in UK Are Burned Out
- By Alex Gaw January 21, 2022
Customer-facing workers employed in the UK contact center industry are burned out or perilously close to being so, citing heavier workloads and longer hours since the COVID-19 pandemic began, without a commensurate promotion or increase in pay,...
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