Top 5 CX Strategies to Optimize Your Contact Center in 2024

Posted by Louise Gutenberg on Jan 9, 2024 9:00:00 AM

You've heard it before; "In today's competitive market, outstanding customer experience is more important than ever." According to IDC research, most customers will not interact with businesses that aren’t contextually aware. To stay competitive, you need to meet your customers' expectations by addressing their specific concerns in a personalized way. Chances are, however, simply adding cloud capabilities as an additional layer on top of your current communications platform will have minimal impact on your business if little thought is given to how these are weaved into your workflows and processes. For example, migrating from an on-premise contact center solution to a cloud offering is NOT in itself digitally transformative, unless it is part of a larger strategy that also explores how it will enhance existing processes and customer experiences for the better.

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Topics: CRM, contact center, best practices, contact center integrations, customer service trends, artificial intelligence, AI, automation, business transformation

Why Contact Center AI Isn’t a Silver Bullet — And How to Use It Effectively

Posted by 3CLogic on Mar 11, 2022 8:00:00 AM

Just a few decades ago, artificial intelligence (AI) seemed relegated to the world of science fiction. But times have changed. We now know that AI isn’t synonymous with the lifelike robots depicted in TV shows, movies, and books — it actually enables many applications that benefit individuals and organizations alike.

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Topics: personalized customer service, artificial intelligence, AI, automation, voice AI

How Harnessing Empathy in Customer Service Drives Positive CX

Posted by 3CLogic on Aug 31, 2021 9:00:00 AM

When a customer reaches out to a contact center for help, the last thing they want to face is an agent who comes across as detached. Fortunately, enterprise organizations are realizing the importance of changing this narrative and empowering their agents to deliver more positive and intimate customer experiences. 

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Topics: customer experience, contact center integrations, improve customer service, artificial intelligence

Voice and Digital Transformation in 2021

Posted by 3CLogic on Apr 6, 2021 9:33:51 AM

In this 3CLogic Fireside Chat video, Observe.AI's Co-founder and Chief Revenue Officer, Sharath Keshava Narayana, uncovers the power of Natural Language Processing (NLP) and Natural Language Understanding (NLU) to reveal how organizations are using voice solutions to enable digital transformation and revolutionize the customer service experience.

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Topics: artificial intelligence, machine learning, digital transformation, voice AI, Natural Language Processing

The Role of AI for Customer Service

Posted by 3CLogic on Mar 16, 2021 10:00:00 AM

In this 3CLogic Fireside Chat video ServiceNow's Head of Product Strategy for Customer Service Management, Nitin Badjatia, shares his views on the role of AI for customer service and how it will help solve the productivity downfalls of mundane tasks while improving agent performance.

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Topics: customer service management, artificial intelligence, machine learning, voice AI

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