How Etech Empowers Streaming Service Providers?
If you are a streaming service provider looking to improve customer experience, here is how Etech can help you.
Artificial Intelligence
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 a live chat customer service representative. However, more recently, companies have been turning to artificial intelligence in live chat for additional support to both team members and customers. While this updated approach may seem counterintuitive for improving consumer relations, there are several excellent reasons to incorporate AI into your companies chat sessions.
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 that directly impact the contact center’s bottom line. You have to keenly monitor the performance of your contact center and figure out how your team members can deliver better customer …
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 them long to come up with a story of how the lasting impression of the experience made them happy and satisfied. And the same goes for a poor customer experience, …
Thinking beyond Artificial Intelligence 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 departmental differences. However, Forbes notes that organizations of all sizes struggle with departmental silos. This can make it almost impossible to deliver a reliable end-to-end customer experience. Many companies turn …
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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 the consumer, meaning the client’s first impression of corporate vision and culture is through a chat or phone conversation. Therefore, it is crucial that these interactions are well-crafted and do …
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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 to innovate and change with the times. Many of these major businesses that experienced failures were, at one time, hugely successful and popular. Perhaps you remember the joy and anticipation …
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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 every day. Even if you don’t live in a smart home, you may use AI for tasks you have long detached from the pop-culture idea of AI. One common use …
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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 companies interact with their customers. But, do we really need AI to maintain high levels of customer satisfaction, or can we rely solely on human intelligence? To answer this question, …
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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 just to survive. While metrics, such as carrying a superior product or offering the lowest price, may have attracted consumers in the past, almost 90 percent of companies are now …
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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 product features are gold mines for marketing, development, and customer engagement. Data gleaned from internal processes such as hold times, how long it takes to resolve an issue, and the …
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How to Connect Data and Artificial Intelligence for Personalized Touch Points
Artificial intelligence is currently being propagated as the consumer experience champion and for a good reason. The ability and evolution of computer learning have led to improved efficiency, personalization and excellent analysis of big data, thereby transforming the e-commerce landscape and created a standard of expectation from customers. It is no longer feasible to appease …
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How Artificial Intelligence Humanizes Employee Communications and Customer Engagement
Images from the movies and popular culture might have you believing that machines are taking over the world. Cars carry on conversations with drivers or just drive themselves, robots are depicted as suitable dating partners, and that smartphone you keep on hand 24/7 probably recognizes your voice, face, and other biometrics. Contacting your utility company, …
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Artificial Intelligence: Streamlining Contact Center Technology
It is hard to believe it now, but artificial intelligence used to be nothing more than a futuristic dream. It was portrayed in old movies as the vehicle that would completely change the world and propel our culture to unimaginable heights. Now, artificial intelligence—the stuff of the future—is all around us, and we are still …
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How Integrating Artificial Intelligence With Human Intelligence Can Delight Your Customers
Incorporating artificial intelligence (AI) into your call center quality monitoring can feel like an uncertain prospect. With over 80 percent of businesses already using or planning to acquire automated technology as a customer service strategy by 2020, it’s apparent that AI is quickly becoming a baseline requirement to compete in an increasingly globalized marketplace. However, …
Want to improve Customer Experience? These are the 3 Technologies that you should be aware of!
Customer Experience successfully drives the business to the path of growth and profit. It is the critical competitive differentiation that sets a business apart from its competitors. Here are the three technologies that are imperative for delivering the best customer experience. Said so, it is essential to understand that the technology is just the enabler …
Using AI To Enhance the Customer Experience in Call Centers
In the past Companies controlled the buying process and the customer journey, with the IoT that shift has moved to the consumer. If you really want to lead in the marketplace you must focus on customer experience. As customer service evolved, the consumers now do business based on customer experience. In this blog we will …
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Humans and AI Can Work Together To Create Better Connections
The traditional role played by interaction analysts is changing – there’s a new source of reliable feedback that’s providing greater insights into how people interact. The new source of human relationship and engagement feedback has taken some folks by surprise – it’s Artificial Intelligence. Artificial intelligence is helping businesses to build better internal and external …
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Successful AI Systems: When Sophisticated Technology Meets Talented People
Every day, your brain sorts through myriads of signals – insignificant background noise, repetitive tasks and endless mathematical calculations to help muscles coordinate properly – in search of what’s really worth your attention. This lets you focus on an important phone call instead of hearing the dog barking next door. This ability is exactly what …
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Chatbots are useful, not powerful!
Today’s world is strangely divided when it comes to views and belief systems involving artificial intelligence. This is not a new thing, as new ideas have always been regarded with skepticism and distrust until they take hold in society. Even the first automobiles were thought of as little more than toys that would never gain …
