Google Cloud and Alvaria partner to integrate Google Cloud Contact Center AI Platform and Workforce Engagement Management

Contact Centre, Press Release, Workforce Productivity

Enterprise-Grade Workforce Engagement Management and Advanced Compliant Outreach Capabilities Available through Google Cloud Contact Center AI Platform SAN FRANCISCO, April 18, 2023 – UJET, Inc., the intelligent, modern contact center platform, today announced a new, strategic partnership with Alvaria and Google Cloud. The partnership enables enterprise contact centers to integrate and leverage Alvaria’s compliant outbound…

Top Contact Center Statistics You Should Know in 2023 (and What they Mean to your Business)

Contact Centre, Customer Experience

In 2023, measurements and analytics inform every business decision from staffing, to process, to execution. Call center KPIs give us an idea of contact center demand and help to inform our customer experience strategy; but we rarely pay attention to stats. Let’s look at some key statistical findings and the KPIs they help drive: Customer…

What is the next step for contact centres

Creating a Winning Outbound Strategy

Contact Centre, Customer Experience

As outbound communication becomes even more important, many companies are still struggling to implement an outbound strategy that is effective and efficient. Customer service KPIs continue to drive better practices, new requirements, and developments in marketing while countless hours are wasted using manual processes to contact customers. Agents typically find themselves underprepared once they finally…

How to Talk to Employees About Productivity

Business Intelligence and Continuity, Corporate, Workforce Productivity

Want to know a secret? Talking to employees about productivity can lead to massive benefits. And I’m not just talking about boosting morale. The more productive your people are, the more profitable and competitive your company will be. Employee productivity is so critical to success that Gallup once called our failure to address it “the world’s $7.8 trillion workplace…

What is the next step for contact centres

IS AUTOMATION AND AI TAKING OVER THE CALL CENTER? DOES THE “LESS HUMAN” APPROACH WORK WITH YOUR CUSTOMERS?

Contact Centre, Customer Experience

by Miriam Beattie | Mar 22, 2023 Publicly, the workforce has always feared a “robot takeover.” But in our digital world, there will always be things that AI and automation either can’t understand or just can’t accomplish. Inside the call center, automation improves efficiency because it can replicate and optimize the work of an agent…