Running a call center can be a struggle–especially when considering the challenges facing the customer engagement industry. Just as we leverage CX data to improve efficiency and customer experience, we can leverage AI for an improved workplace experience, employee development and team integration. In a world where we hear the term “Artificial Intelligence” or “AI”…
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…
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…
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…
IoT Enabling Customer Experience For those who don’t know what Internet of Things (IoT) is, it is the interconnection of physical devices that are sharing information via the internet. The rapid growth of technology has impacted businesses on multiple different levels. IoT enables data sharing, security, inventory management, and increased efficiency and productivity at all…
How to Improve your Customer Experience – Top 5 tips Customer Experience is not a “One Size Fits All” approach and businesses today has to be agile and flexible enough to adapt to ever changing consumer and market requirements. Consumers have adopted new ways of communicating, new ways of sharing information and most importantly they…
