E911: Know the Laws and Why You Need to Be Compliant

E911: Know the Laws and Why You Need to Be Compliant

July 27, 2021 / By Kevin Kito / Under

Kevin Kito is the President and CEO of 911 Secure. Kevin has been in the Enhanced 911 (E911) industry for over 15 years.     For businesses, it is crucial to ensure that workers dialing 9-1-1 using their company-wide communication devices can be located in an emergency. However, with the “office” no longer confined to a single physical location, that becomes a challenge. There are more remote...

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Choosing the Right Workforce Optimization Platform for Your Business

Choosing the Right Workforce Optimization Platform for Your Business

July 08, 2021 / By April Bock / Under

Workforce Optimization solutions, when well implemented, support agent efficiency, productivity, and your bottom line. Choosing the right platform for your business can be complex. And understanding the questions to ask along the way an even more involved process. We'll dive in below to some of the key benefits of WFO as well as areas to consider when seeking a platform.

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Conversational AI for Everyone: Conversational Design Beyond Jargon

Conversational AI for Everyone: Conversational Design Beyond Jargon

June 08, 2021 / By Alana Cortes / Under

In our human history, there are benchmarks that heralded our difference from many other creatures on this planet. Some of these benchmarks include discovering cooking and herbal medicine, forging iron, copper, and steel, or shifting from foraging to agriculture. Even before all of these, at some point, we began to talk and communicate in layered and specific ways. Communication was probably...

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8 Common Mistakes to Avoid When Implementing WFO

8 Common Mistakes to Avoid When Implementing WFO

March 11, 2021 / By April Bock / Under

Implementing a Workforce Optimization Suite can be exciting. However, planning for a smooth implementation can be time-consuming and challenging, especially when it comes to aligning expectations. 

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Evaluate your IVR by asking these 4 questions

Evaluate your IVR by asking these 4 questions

February 11, 2021 / By Cynthia Stryker / Under

Customers develop a perception of your brand based on their experience with your IVR.  Your IVR is one of the many faces of your brand and a significant component of your customer experience. However, many companies neglect to keep tabs on how their system is operating. That’s really not surprising. After all, how often do you call and engage with your own IVR system for customer service...

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Voice and AI Chatbots: Using Intents and Entities in questions

Voice and AI Chatbots: Using Intents and Entities in questions

January 14, 2021 / By Mike Hentges / Under

When starting out building AI-driven solutions, including IBM Watson, Google Dialogflow, Amazon Lex, or others, the discussion always starts out with “Intents and Entities”. Not overly difficult, there are lots of descriptions out there on how these things are different. Intents are verbs, Entities are nouns, is the simplest and most common definition.

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Common Voice and Chat Script Problems – Part 2

Common Voice and Chat Script Problems – Part 2

December 03, 2020 / By Cynthia Stryker / Under

In the first part of our blog, Common Voice and Chat Script Problems, we began to discuss some simple tips to improve customer experience during voice and chat interactions. Steps such as adjusting tone, simplifying prompt complexity, or rearranging them altogether can transform the entire customer experience. Remember, a good experience positively impacts your brand and is good for business.

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Common Voice and Chat Script Problems – Part 1

Common Voice and Chat Script Problems – Part 1

November 05, 2020 / By Cynthia Stryker / Under

Contact centers are complex and delivering quality voice and chat interactions is among one of the most challenging initiatives out there. But that doesn’t mean there aren’t some relatively simple enhancements every company can make to improve performance. What is one of the most effective? Implementing script best practices to your voice and digital channels to make them easier to navigate...

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Engaging with Customers Seamlessly

Engaging with Customers Seamlessly

October 22, 2020 / By Cynthia Stryker / Under

The world as we have known has definitely changed a lot this year, and with these changes also came new challenges for businesses seeking to engage with their customers across, in many case, new digital channels.

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Fostering Belonging in Remote City

Fostering Belonging in Remote City

October 08, 2020 / By Joey Kime / Under

In a season when many were forced to trade watercooler chatter at the office with Slack messages and company lunches with Zoom happy hours, many businesses have been surprised by the consistent and even increased efficiencies from their employees. As it turned out, the ease to which teams made the adjustment to remote work now has many businesses re-evaluating their long-term employee location...

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