Doing more with less has quickly become a way of life for most organizations. In an effort to minimize costs without degrading the customer experience, service departments have increasingly turned to digital channels to provide customer support.
Doing more with less has quickly become a way of life for most organizations. In an effort to minimize costs without degrading the customer experience, service departments have increasingly turned to digital channels to provide customer support.
Topics: IVR, ServiceNow, automation, webinar, voice workflows
What started as a few whisperings in early 2022 has become a near certainty — the U.S. is on the cusp of a recession. With inflation soaring, stocks tumbling, and consumer sentiment dwindling, it’s not difficult to see why a recent survey shows that experts predict there’s a 44% chance of entering an economic downturn within the next 12 months.
Topics: agent retention, agent training, reporting and analytics, contact center technology, automation, cost savings
Digital transformation in the private sector helped 80% of companies weather the economic slowdown during the pandemic. But the team at Delaware’s Department of Labor is proof that public sector leaders can also benefit from the operational efficiencies that cloud-based contact center services provide.
Topics: IVR, ServiceNow, automation, citizen services
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.
Topics: personalized customer service, artificial intelligence, AI, automation, voice AI
