3 Tips to Help Your Cloud Migration Take Flight
Cloud technology is undoubtedly one of the leading enablers of business and IT efficiency. And as with any major shift in process or technology, the migration process can be complex.
Four Steps to Applied AI
Recent experience has taught me that perceptions of applied AI in the contact center generally fall into two categories. There is the “magic bullet” camp that perceives AI as the glorious solution to all problems that have ever existed, and there are the “healthy skeptics” that believe that AI is too expensive, out of reach, and overly complicated for their environment. Unsurprisingly, there is a bit of truth in each perspective, with reality living somewhere in that grayish middle ground. You may be asking “how do I know if it makes sense for me and my environment?” The good news is that there is a repeatable pattern to help you answer that very question.
Transforming the Contact Center Experience With AI
Contact centers of all sizes are challenged from many different angles today. Customers call in expecting immediate service and engagement for their issues. Contact center agents want support from higher-ups in managing their call queues and getting to critical customer complaints promptly. Incorporating artificial intelligence customer experience solutions can go a long way toward relieving pain points experienced by both groups.
The Smart and Modern Contact Center
There is no doubt about it – contact centers must streamline their operations to remain competitive in the modern business landscape. Artificial intelligence is able to contribute to this effort in ways that a strictly human team simply cannot. Many contact centers that are falling behind with the technology are also falling behind in performance. Let’s take a look at some of the ways that artificial intelligence can be used in the modern contact center.
Digital Collaboration and Content Sharing in Your Contact Center
Imagine discussing an issue with a Contact Center agent and instead of trying to verbally describe what’s happening in excruciating detail, you are able to share screens and easily see the solution together. Real-time collaboration and content sharing application tools are now available so that agents can work collaboratively with customers over multiple devices to ensure quick resolution of issues. An added bonus is that more efficient conversions for both inbound and outbound sales calls are also possible.
Breakthrough AI engine automates strategic planning!
Remember that old saying, the one about things that sound too good to be true? Sadly, the automated strategic planner simply doesn’t exist. With the pace of change and the proliferation of software tools today, it’s no surprise that we tend to look for the “easy” solution to the tough problems. Increasingly, I’ve seen organization after organization chase the next “magic bullet” solution – only to end up with a collection of disjointed tools that almost work together, but not quite as advertised. Sound familiar?
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Consulting is dead.
When people hear the term “consultant” in a meeting, some laugh. Some cringe. Some might even roll their eyes. I freely admit I used to be one of those people. Maybe it’s the classic problem: “My boss doesn’t want to hear it from me, but when a consultant says the exact same thing, it’s suddenly a brilliant revelation!” Have you ever had that experience? Funny, me too. I guess that makes it all the more ironic that I find myself leading… a consulting practice. So, you might ask aloud, “Why? I thought you said consulting was dead!” The short answer is: it’s all about perspective.
Proactive Outbound Notifications in your Contact Center
Providing a great customer experience through your contact center goes a long way towards building loyalty to your brand. Satisfying this need takes more than ramping up staffing or adding more automated call systems. Integrating an outbound notification solution into your contact center can create a more dynamic user experience for your customers.
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Transformation is Upon Us
Transformation is defined as “a marked change in form, nature, or appearance; a process by which one figure, expression or function is converted into another.” Businesses are realizing that their approach to customer service and customer engagement needs to be transformed – and in some cases even overhauled – in order to come close to meeting customer expectations.
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Modernize your contact center—move to the cloud
What does moving your Contact Center to the cloud mean to the customer? Are there benefits? Calling into a contact center is never a favorite task of anyone. We know that a number of us hang up in frustration when we call in and either get put in a queue waiting until an agent is available or even worse, enter into a seemingly endless series of menu choices while trying to solve our issue. Could a move to the cloud alleviate some of the problems in an overwhelmed contact center?
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