Blog

How to Make Your Live Chat Service Smarter with Artificial Intelligence?

Nov 18, 2020 Patrick Reynolds How to Make Your Live Chat Service Smarter with Artificial Intelligence?

Live chat is a tool growing in popularity for consumer interactions. It is not an overly complicated system, involving a simple messenger window and sometimes…

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What are the 5 Crucial Metrics You Should Measure to Improve Your Contact Center Performance?

Oct 16, 2020 Ashwini Kumar What are the 5 Crucial Metrics You Should Measure to Improve Your Contact Center Performance?

Are you a quality assurance manager in any contact center? If so, you know that it is a part of your work to make decisions…

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Human Intelligence + Artificial Intelligence – The ‘Winning Formula’ to Deliver Remarkable Customer Experience

May 20, 2020 Jim Iyoob Human Intelligence + Artificial Intelligence – The ‘Winning Formula’ to Deliver Remarkable Customer Experience

If I were to ask a bunch of people the last time they had a really great experience as a customer, it probably wouldn’t take…

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Thinking beyond AI to improve the Customer Experience

Mar 18, 2020 Jim Iyoob Thinking beyond AI to improve the Customer Experience

When people think of departmental barriers, they tend to think of bigger organizations. The larger a company is, the more specialized it becomes, thereby deepening…

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What are the Important Operations Management Trends to Follow?

Jan 31, 2020 Shawndra Tobias What are the Important Operations Management Trends to Follow?

Call center operations are vital to the success of any business enterprise. Representatives in these pivotal positions are often the first line of contact with…

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Analytics and the Power of the Human Touch: 5 Predictions for the Future

Dec 27, 2019 Jim Iyoob Analytics and the Power of the Human Touch: 5 Predictions for the Future

Everyone knows the story behind the demise of at least one brand or company that eventually failed to thrive due to an inability or refusal…

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Why Machine Learning and Artificial Intelligence Are Crucial To Your Business?

Oct 16, 2019 Jim Iyoob Why Machine Learning and Artificial Intelligence Are Crucial To Your Business?

Artificial intelligence often brings to mind images of sentient robots and futuristic science fiction movies. However, human intelligence gets assistance from AI and machine learning…

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Do We Need AI to Truly Transform the Customer Experience for the Better?

Sep 11, 2019 Jim Iyoob Do We Need AI to Truly Transform the Customer Experience for the Better?

According to a Gartner Report, 85% of customer interactions will take place without human involvement by 2020. Put simply, artificial intelligence is transforming the way…

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How Artificial Intelligence Is Revolutionizing the Customer Journey

Sep 04, 2019 Shawndra Tobias How Artificial Intelligence Is Revolutionizing the Customer Journey

As traditional brick and mortar stores continue to struggle in an increasingly global economy, businesses have been forced to shift their approach to customer engagement…

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How Big Data Analytics Is Gold for Call Centers?

Jul 31, 2019 Shawndra Tobias How Big Data Analytics Is Gold for Call Centers?

Call centers generate data like no other department within a company. Information coming in from the outside, such as customer demographics, common questions, and favorite…

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