Changing customer service needs mean companies need to transform the role of the agent – and a technology strategy that Gartner calls the Connected Rep can help.
Learn how to harness and streamline knowledge for faster, more accurate service responses.
Shep Hyken, customer service and CX expert, debunks five of the most common myths and fears associated with AI and ChatGPT-type technologies related to customer service and experience.
As we move into 2024, momentum around deploying contact center AI is accelerating. Gartner predicts that by 2025, 80% of customer service and support organizations will be applying generative AI. Moving beyond the hype, companies are now looking at exactly how they implement AI in the contact center.
Agent empowerment is vital to contact center success. Empowered agents deliver better service, stay longer, and improve the customer experience.
2023 was a year of change for contact centers! We’ve collected our top blogs from 2023, highlighting key trends that will drive needs in 2024.
We sneaked a behind the scenes look at the man in red’s contact center. How does it cope with millions of interactions, without disappointing any (nice) children?
Given how fast the technology is developing, there is a growing fear of AI among contact center agents. However, while AI will impact their roles, it is more likely to augment, rather than replace them.
A lack of customer control is one of the biggest gripes people have when interacting with companies. Endless call queues, long wait times for answers and confusing online information all impact their experience.
Effective contact center analytics are vital to delivering efficient, high-quality customer service. However, customer service operations produce vast amounts of data. This covers everything from metrics on call length to more in-depth quality assessments of individual interactions...