Creating a Dynamic Contact Center Experience With AI

Creating a Dynamic Contact Center Experience With AI

Keeping a call-center running smoothly can be challenging for even the largest enterprises. 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...

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Contact Center Dilemma - Self-Service or Agent?

Contact Center Dilemma - Self-Service or Agent?

August 29, 2017 / By Donna Penwell / Under

Millions of dollars have been invested in contact centers to support customers calling to ask questions, get support, purchase or return items - or just grumble. The personal agent-to-customer contact seemed important - until it wasn’t. The frustration of waiting for an agent, the aggravation of being transferred from one department to another, and the annoyance of having to re-tell your...

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