Digital service integration is a top goal for many government agencies. Citizen expectations of digital services are based on the smooth interaction they have with commercial entities like their…
Tag: Contact centers
in Artificial Intelligence, blog, chatbot, doug taylor, In the News, news, social media, Technology0by
1969
The Real Benefits of Artificial Intelligence
Adding AI to the contact center enables rapid information retrieval, leading to a better experience for both agents and customers Microsoft made headlines in 2016 when a representative of the…
in blog, Contact Center Training, derrick spires, doug taylor, Gamification, In the News, news, Strategy, Thought Leadership, training0by
1199
Want to Improve Contact Center Training? Try a Gamification Approach
Well-designed games permit users to develop directed, empathic responses to carefully crafted situations and permutations. These types of simulations are particularly useful when training customer service representatives (CSRs) in a…
in blog, contact center, CX Resources, Data, In the News, john loughlin, news, Uncategorized0by
1358
Four Keys to Creating a World Class Contact Center
Here’s a scenario we’re probably all familiar with: you place a call into a customer service line, and the automated system puts you on hold. You wait. And wait. And…