3 Tools Your Agents Need to Make Working from Home Successful
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 routine...
Implementing AI to Address a Global Pandemic
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...
Contact Center Dilemma - Self-Service or Agent?
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...