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new years resolution build your customer

New Year’s Resolution: Build your customer loyalty with great customer experiences through improved AI and agent interactions

Did anybody else lose touch with friends during the pandemic? Working remotely and living in this segmented new normal has had its challenges and has done wonders at separating us from one another. Becca Jensen has certainly felt the disconnect and for that reason has decided that her New Year resolution is to let a few friends know that she has been thinking about them. Cards won’t cut it. She wants to send something more meaningful: Flowers!
How to spot and act on agent training opportunities

How to spot and act on agent training opportunities

Training agents to be digitally fluent is a widespread opportunity. To get you started, download "The Ultimate Guide to CX Agents: Hiring, Training, Onboarding, and Measuring Contact Center Agents in a Post-Pandemic Digital World." This eBook is packed with insights from industry experts that will help you optimize your agents' skills.

Research Recap: Aberdeen Highlights the ROI of Smart Self-Service

Customers expect more from the companies they do business with than ever before, making seamless service across all channels—including, increasingly, self-service channels—a priority across industries. When customers prefer to address their needs themselves, they want consistent, personalized self-service capabilities that make it easier for them to get the answers and resolution they expect.

WFM in a Bot-Infused World

Customer self-service capabilities have been helping manage workload in contact centers for decades. IVRs have been automating self-service since the 1970s. Improvements in search engines have given customers direct access to knowledge base systems to conduct their own troubleshooting and problem-solving. These and other tools have been running alongside the contact center workforce for many years, giving the contact center a much-needed reprieve in headcount requirements. In today’s world, the newest self-service gadget is the “bot”.

Fast-Tracking Quality Automation

When it comes to quality management, most contact centers today have what can be considered a basic program, with a lot of manual processes. At PSCU, the largest credit union service organization in the United States, a partnership with NICE enabled the organization to fast-track its quality automation and mature its quality program in short order.