A Conversation About Conversational AI

A Conversation About Conversational AI

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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3 Real-World Examples Of Contact Center AI

3 Real-World Examples Of Contact Center AI

November 18, 2021 / By Marketing / Under

  The customer experience can make or break your business. A positive experience will go a long way toward keeping customers satisfied and loyal. A poor experience, however, can damage your brand beyond repair. (Unsatisfied customers will share their opinions with anyone who will listen!)   When a customer reaches out to your organization they expect to be treated as a priority, not a hassle....

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3 Tools Your Agents Need to Make Working from Home Successful

3 Tools Your Agents Need to Make Working from Home Successful

September 24, 2020 / By Joey Kime / Under

For some, the switch to work-from-home sounded like an opportunity to make some serious routine upgrades—who didn’t mind trading the office’s K-cups for some whipped coffee? Commutes went from 20 minutes to 20 seconds, and athleisure became the new business casual. But as days turned into weeks and weeks turned into months, screen fatigue had set in and people began longing for a normal...

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Why the Human Side of Remote Work Matters Most

Why the Human Side of Remote Work Matters Most

August 20, 2020 / By Kimberley Drobny / Under

Let’s face it, the workplace will forever look different. Companies that would have never allowed employees to work from home – have now uncovered a well of productivity they didn’t know they had. This is the new frontier of the workplace and with it, new challenges. When all your employees go virtual overnight, how do you keep your finger on the pulse of productivity?

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Implementing AI to Address a Global Pandemic

Implementing AI to Address a Global Pandemic

August 06, 2020 / By Cynthia Stryker / Under

The adoption of AI in the contact center has long been a topic of discussion. With spikes in call volume due to the COVID-19 virus and accompanying global pandemic , businesses are now looking to obtain a cost-efficient and intelligent way to address their customers' most pressing issues. AI solutions are fueling traditional self-service approaches while also incorporating chat bots and live...

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3 Ways to Help Your Customers Avoid Contact Center IVR Hell!

3 Ways to Help Your Customers Avoid Contact Center IVR Hell!

June 25, 2020 / By Marketing / Under

We’ve shared just how critical a well-tuned IVR system is. After all, your customers consider your inbound contact center to be as much a representative of your organization as your storefront or your salespeople. When it doesn’t deliver, and your customers are relegated to shouting at their phones in frustration. Or even worse, hanging up altogether, they directly connect that negative...

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3 Must-haves for AI in the Contact Center

3 Must-haves for AI in the Contact Center

May 28, 2020 / By Kimberley Drobny / Under

AI is redefining the customer experience and organizations are investing in implementations that support deeper uses for AI and NLP to enhance customer service and reduce costs. There are three key factors to consider when planning for AI that will impact your contact center; knowing how to leverage your data, how to best understand your customer’s needs, and how to maximize them together to...

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A Platform Approach to AI Brings Speed to Transformation

A Platform Approach to AI Brings Speed to Transformation

April 28, 2020 / By Dan Miller / Under

The current, global challenges in managing the COVID-19 pandemic has forced many customer care organizations to transition to a remote workforce while, at the same time, experiencing significant increases in call volumes. While these challenges are immense, they do offer a singular opportunity for Conversational AI to shine.  

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Is Your IVR Contributing to a Better Customer Experience?

Is Your IVR Contributing to a Better Customer Experience?

April 16, 2020 / By Marketing / Under

When your customers contact you for support, sales or other purposes, what’s their experience like? Do you have a system in place for measuring your customer experience? Tracking contact center metrics is critical to delivering positive, brand-reinforcing customer service with every call. However, many companies lack the proper system to track and measure their data. Are you aware of what IVR...

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