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 …
Walk into any contact center and you will hear it. That energetic hum from the floor created by scores of agents fielding questions from customers, taking control of each unique situation and working toward a successful outcome, one after the other. It takes a special type of person to create order from that chaos. Not …
Would you say your company is customer-centric? If the answer is no, you may be missing out on prime opportunities to build relationships with new customers and keep your current customers coming back. Implementing a customer-centric business transformation is no easy task, and you will need to make sure all your employees are on board …
4 Best Practices to Becoming a Customer Centric Company Read More »
Leadership can be a tricky concept in the workplace. One employee may have the impressive title, but a lower-level employee may seem like he or she runs the show. How do you use everyone’s talents to your company’s benefit? First, you must understand what leadership is. What Makes a Leader? In the wise words of …
Depending on your viewpoint as a consumer or from your professional life, you may have felt either relief or apprehension in June of 2003 when the FTC’s Do-Not-Call list was created. Most hoped that when the enforcement date of October 1st rolled around, nuisance phone calls would be a thing of the past. However, others …
Robocalls – Why I Stopped Answering my Cell Phone Read More »
As counterintuitive as it many sound, Artificial Intelligence (AI) can be used to improve the human centric customer service experience. Today, customers have come to expect the speed and accuracy of AI functions combined with the emotional intelligence and human intellect of a real person. When blended well, they can create a seamless interaction with …
Moving from “Big Data” to “Big Mind” To Create Human Customer Experience Read More »
A successful leader is often defined as a person who meets goals and accomplishes assigned tasks. However, there is much more involved in exceptional leadership. An exceptional leader not only performs his or her own work with success but develops, coaches and inspires each team member to do the same. Exceptional leaders also develop other …
“Integrating HI + AI into daily contact center business operations has the potential to reshape the workplace and provide beyond belief opportunities for growth.” It seems that more and more everyday processes and jobs are starting to include a measure of automation, where there’s less for flesh-and-blood humans to do a specific task to be …
The best of both the world’s is required, but it is PEOPLE who add more value Read More »
A company can invest money in technology, real estate, and other expenses, but the people within an organization are still the most important asset. Your employees represent the entire organization whenever they interact with community, clients and vendors, which is why it’s important to hire the best employees and keep them happy. Employees want to know …
Data breaches are all too common now-a-days. Personal privacy on the web might be less secured; however, malicious software apps, viruses as well as phishing scams are growing in numbers causing identity theft becoming frequent. With new released announcements from Federal Trade Commission as part of the Privacy Awareness Week (PAW), PAW has fostered the …
Though there was once a belief that improving overall customer experience rates should be left to the marketing department while the store focused solely on operations a merge of ideas and overall operations stands at the forefront of today’s most successful businesses. Companies wanting to deliver extraordinary customer service are learning much about just how …
The threat of cybercrime has created a significant increase in the number of measures companies are taking to improve their security posture. Organizations are spending billions of dollars to protect themselves against a fast evolving array of current and potential future threats. Many spend heavily on monitoring, surveillance, and software; however, they often neglect the …
Simply hearing the word diversity today can cause angst. Some individuals relate this word to differences that can create conflict, uncertainty and even negativity. Across the country there are millions of dollars spent in the name of diversity, trying to manage it, attract it and protect it. Diversity no longer means simply different levels of …
How Servant Leadership Supports Diversity in the Workplace Read More »
Keeping customers happy is a top priority for businesses across the board in this highly competitive market. An unhappy customer or a customer who has been unable to get the information, resolution or help they need will almost always find another business that does exactly the same thing as yours, only with better customer service. …
Ongoing developments in technology have resulted in artificial intelligence that is capable of mimicking many human behaviors and responses. This increasing capability has been much appreciated by those who manage overloaded call centers. This is not to say that AI is set to take over the call center industry, only that it has been proven …
Combining AI and Human Intelligence Can Lead to a Seamless Customer Experience Read More »
The digital age has brought today’s customers into an era of immediacy. Have a question? Simply ask a question about the AI device in your home or car, and it will be happy to look up the answer for you. Just remembered you need to call your mom. No need to stop what you are …
The days of mentioning artificial intelligence only in the realms of science fiction are long gone. Today, AI is all around us, though many do not even realize it is there. Still, some think that AI is going to take over in our workplaces, in our cars and in our homes. And the thought of …
Can Hybrid Intelligence help Artificial Intelligence and Human Intelligence Coexist? Read More »
Before current contact center technology was widely available, there were very few effective ways for contact center management to increase metrics such as call times, customer satisfaction rates and increased revenue. Gathering information was often done by managers as they listened in personally to as many phone interactions as they had time for. Following the …
Artificial Intelligence: A Product of Human intelligence Read More »
Many of today’s adults remember a time when artificial intelligence was something mentioned only in relation to science fiction. Such mentions frequently involved futuristic self-driving vehicles, computers capable of taking over the world or robots that became so proficient, there was no real meaning in life for humans. Today, many of those adults could pause …
Artificial Intelligence Benefits in Call Centers Worldwide Read More »
In the competitive marketplace today, your business is exactly what your customers say it is. The internet, and social media in particular, give voice to every customer, whether that voice is pleased, angry or somewhere in between. The interaction between your customers and your contact center employees may be the one interaction that customers take …
