Weighing the Benefits and Challenges of Voice Biometrics for Contact Centers: Part Two
Biometrics began as a tool for security and remains today, however, as technology expands, is that safety in danger? Find out.
Our industry experts and thought leaders have extensive experience in the industries we serve, including telecom and media, healthcare, enterprise technology, financial services, energy, transportation and government.
Biometrics began as a tool for security and remains today, however, as technology expands, is that safety in danger? Find out.
Biometrics began as a tool for security and remains today, however, as technology expands, is that safety in danger? Find out.
In Part 3: Leslie O’Flahaven talks about how AI will impact how agents communicate with customers and the impact it will have on CX scores.
People, Process & Technology – and the Intersection of AI: Part 2
People, Process & Technology – and the Intersection of AI: Part 1
To increase customer retention rates and reduce churn, you can transform your call center into a loyalty center. Use these four tactics to improve brand loyalty.
To increase customer retention rates and reduce churn, you can transform your call center into a loyalty center. Use these four tactics to improve brand loyalty.
To increase customer retention rates and reduce churn, you can transform your call center into a loyalty center. Use these four tactics to improve brand loyalty.
Customer Experience (CX) technology is evolving rapidly, leaving many businesses struggling to keep pace. Companies that focus on people, process, and technology have not only adapted but thrived.
Understanding the connection between technology and training is important for a successful contact center. This includes AI, cloud, and other technologies. It also involves investing in training, change management, and clear processes to support the technology.
Operational excellence and personal excellence share many similar characteristics and principles. Both fundamentally revolve around continuous improvement, focused goals, and discipline. And neither can be
Contact centers are in a state of flux, with many contact center associates (and workers in general) hesitant to return to the office full-time and
From the first “How may I help you?”, your call center can make or break your business. When you ensure your call center utilizes KPIs
