5 Contact Center Technology Trends That Will Define 2022

Posted by 3CLogic on Jan 5, 2022 11:00:00 AM

Contact centers have come a long way over the last couple of decades, nearly unrecognizable to an agent from the 1990s. While using social media, chat, and email to communicate with customers was unimaginable at that time, these channels are now essential for delivering a positive customer experience for a modern-day enterprise.

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Topics: IVR, contact center integrations, contact center trends, speech analytics, voice self-service, SMS

Let The Bots Do The Legwork – How To Use Natural Language Processing To Transform Your Voice Workflows

Posted by 3CLogic on May 14, 2021 2:44:02 PM

We’ve all been there. Something’s gone wrong, whether it be with your bank or a service provider, so you pick up your phone to call customer service. A voice recording welcomes you and asks you to explain why you’re calling. You hesitate, knowing that the voice on the other end is computer-generated, not human.

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Topics: interactive voice response, Natural Language Processing, voice self-service

To Bot or Not to Bot? Key Areas for Your Business to Implement Voice Self-Service

Posted by 3CLogic on Apr 20, 2021 2:05:12 PM

The numbers don’t lie: today’s contact centers are expected to resolve issues fast. 80% of calls, according to data from Cloudtalk, are expected to be answered within 20-30 seconds and the average call duration is four minutes. 

It’s no surprise then that leading companies are adopting voice self-service solutions in addition to their IVR solutions to not only manage call volume but provide a higher quality of customer service and improve call agent performance. 

The question is no longer should I adopt voice self-service for my contact center? It’s how can I adopt it as fast and as efficiently as possible? This article will tell you where to begin so you can start unlocking the massive benefits of voice self-service for your business.

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Topics: voice, customer experience, self-service, IVR, customer service experience, voice self-service

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