A collection of 6 posts
With today’s customer expectations higher than ever, delivering exceptional customer support is crucial for staying ahead of the competition. Contact centers are at the heart of customer service, so making them as efficient as possible is likely a top priority. That's where generative AI tools come in.
Hollywood actors and writers are on strike, in part because of artificial intelligence (AI)-related topics, and are shining a light on what AI is capable of to the masses who might not be familiar with the technology. But for tech-savvy individuals involved with contact centers, AI is nothing new.
Consumer behaviors constantly evolve, but the pandemic pushed some new characteristics that have some companies in panic mode. The post-2020 consumer wants more than price and quality; they want to feel that brands know and understand them. They want a customer experience, not just a purchase. Companies know this is
The pandemic ushered a new era in the workforce, proving that remote teams could be a reality without losing productivity or collaborative benefits. The key to that success? Cloud solutions – and particularly, unified communications. Even as many remote workers are returning to the office, survey results [https://www.computerweekly.com/
As the world shifts more and more to digital interactions, there are those that embrace an online social life, while others restrict their internet activities to more transactional apps, such as the weather or banking. A new study by Genesys [https://content.genesys.com/contact-center-buyer-guide/connections-in-crisis], conducted in partnership with
When enterprise teams were forced to work from home, there was one department that seemed least likely to thrive in a remote setting: the contact center. The move forced many organizations to prioritize their digital transformation plans, with a special emphasis on moving to a cloud contact center. Now that