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Learn how to harness and streamline knowledge for faster, more accurate service responses.

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.

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.

Customer service is often vulnerable when enterprises look for places to make cuts. This may be because it’s often wrongly viewed as a cost center rather than a source of competitive advantage and revenues.

As consumer expectations rise, businesses are increasingly focusing on building empathy in customer service interactions. With agents handling more complex queries, building a rapport with customers is vital to reassure them, improve the experience, and better meet their needs.

Customer expectations around the contact center experience are rising continually. Organizations know they need to act - but where to start?

The Power of Moving Forward Faster - Legacy Technology Affects Client/Member Identity Authentication - It's an Impediment to Successfully Serving Your Clients, Members, and Customers. Investment Firms, Insurance Companies, and Financial Services organizations (FI for short) including Credit Unions (CU) are typically limited in their operational flexibility due to the state of their existing infrastructure, systems, and the rigid, typically manual processes they rely on. The reality is that these organizations can’t or are unwilling to replace their core systems any time soon, due to cost, proprietary technologies, or archaic data structures. A Hybrid Approach Helps Things Happen. Faster and More Efficiently.

The Power of Moving Forward Faster - Legacy Technology Affects Process Modernization - It's an Impediment to Successfully Serving Your Clients, Members, and Customers. Investment Firms, Insurance Companies, and Financial Services organizations including Credit Unions (FI for short) are typically limited in their operational flexibility due to the state of their existing infrastructure, systems, and the rigid, typically manual processes they rely on. The reality is that these organizations can’t or are unwilling to replace their core systems any time soon, due to cost, proprietary technologies, or archaic data structures. Hybrid Helps Things Happen

The Power of Moving Forward Faster - Legacy Technology is the Impediment to Successfully Serving Your Clients, Members, and Customers. Investment Firms, Insurance Companies, and Financial Services organizations including Credit Unions (FSI’s for short) are typically limited in their operational flexibility due to the state of their existing infrastructure and systems. The reality is that these organizations can’t or are unwilling to replace their core systems any time soon, due to cost, proprietary technologies, or archaic data structures. Hybrid Helps Things Happen

Technology technology can make the workplace more appealing and interesting while enhancing performance. Many technologies can improve the overall agent experience, as always, starting with the basics has proven to be the best approach.  Foundational technologies include delivering (and continuously optimizing) context-sensitive prompting in your IVR, integrating your contact center with your CRM to facilitate the development of first-party data, and implementing and enhancing knowledge management systems to improve your self-service capabilities.