Tips to Attract New Agents (And Keep the Ones You Have)

Tips to Attract New Agents (And Keep the Ones You Have)

June 03, 2022 / By Juston Hicks and Clifford Hoffer / Under

Agent turnover is an issue businesses in every industry are dealing with more than ever. New employees are being hired and trained, but then try it out for a week and leave. And that’s if they even show up at all. Businesses are losing money and time.   Why is this happening and what can you do to prevent it? How can you set your business apart from others to attract the best agents, and keep...

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Conversational AI Gets Clever

Conversational AI Gets Clever

May 27, 2022 / By Kerry Robinson / Under

At Google's annual developer conference, Google I/O, much of the keynote was dedicated to advances in conversational AI.    The segment was split between new capabilities for Google Assistant, which is conversational AI that you can use today, and LaMDA, Google's research program that's creating the conversational AI of the future.

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IVR Analytics and Reporting

IVR Analytics and Reporting

April 27, 2022 / By Kerry Robinson / Under

To get the most from your IVR, you need to know exactly what’s going on within it at all times – and the key to total IVR visibility is comprehensive reporting. A great IVR is one where any problems or bottlenecks are swiftly and elegantly fixed before the performance suffers. But it’s extremely hard to proactively fix issues that you can’t see.That’s where reporting comes in. 

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AI can’t solve your customer service problem. Here’s why.

AI can’t solve your customer service problem. Here’s why.

April 04, 2022 / By Kerry Robinson / Under

Everyone’s talking about AI. Like "the cloud" numerous years ago, if your product isn’t powered by AI, forget it. If you believe everything you read, you’d think AI is the answer to everything from driverless cars (which it is) to natural and engaging chatbots, intelligent assistants, and IVR systems (which, unfortunately, it isn’t).

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Start With the Caller: Why UX Research is Vital to Great IVR

Start With the Caller: Why UX Research is Vital to Great IVR

March 11, 2022 / By Dan Aslet / Under

Too many IVRs are developed without giving due thought to the callers who use them. Here’s why it pays to do user experience (UX) research.   Steve Jobs famously said: “You’ve got to start with the customer experience and work back towards the technology – not the other way around.” Yet for many companies designing and developing interactive voice response (IVR) systems, that user experience is...

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How Voice Biometrics Keep Your Contact Center Secure

How Voice Biometrics Keep Your Contact Center Secure

March 04, 2022 / By Howard Leary / Under

In this day and age, passwords are no longer enough.   If you’ve ever watched a spy movie, you’ve seen things like vaults and secret rooms protected by multi-factor authentication such as facial verification, fingerprint recognition, and retinal scanning. It's usually the madman trying to bring down the world that uses these tools. He’s uber-rich, so of course, he could afford it. This type of...

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Want Your IVR to Perform Like Alexa or Google Assistant? Here’s How You Do It.

Want Your IVR to Perform Like Alexa or Google Assistant? Here’s How You Do It.

February 15, 2022 / By Kerry Robinson / Under

Consumer expectations are being set by voice assistants like Siri, Google Assistant, and Alexa. We interact with this technology every day. So do business leaders. We often hear clients complain that their own voice channels pale in comparison to the voice assistants offered by tech giants. Frequently, they assume the solution is investing in new technology.

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8 Steps to a Brilliant Bot Strategy

8 Steps to a Brilliant Bot Strategy

February 09, 2022 / By Kerry Robinson / Under

It’s time to build a Bot Strategy. Are you ready? Now I’m going to cover how to do that. How to build a bot strategy that suits you, and your business. This is not trial and error, nor a 1-day workshop delivered by a tech partner to convince you to buy their stuff. This is a 6-8 week process. There are 8 steps.

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A Conversation About Conversational AI

A Conversation About Conversational AI

December 14, 2021 / By Ruth Cutrone / Under

Alexa, Black Friday, and boiled tea(?) - A chat with an expert.   I had the opportunity to sit down with Sarah Reitsma, Director of UI at Waterfield Technologies, to discuss conversational AI in the contact center and how it is helping industries of all sizes and types provide better user experiences, streamline processes, and meet the expectations of today’s customer.

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Avaya Engage: Meet the Team!

Avaya Engage: Meet the Team!

December 03, 2021 / By Marketing / Under

Avaya Engage is almost here! This communication tech conference is your one-stop-shop for all things Avaya. Our team here at Waterfield couldn't be more excited to head down to Orlando. If you are going, keep an eye out for these faces, and be sure to stop by our booth #246 to say hi! Here's a little about everyone: 

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