The adoption of Electric Vehicles (EVs) and Artificial Intelligence (AI) in customer experience is a topic of great interest and debate. Both technologies promise significant advancements but face unique challenges that slow their mass adoption. Similarities and differences in the obstacles faced by EVs and AI span infrastructure needs, public perception, and technological maturity. 1….
Do you understand all the touchpoints your customers have and/or use to engage with your organization? You’re not seeing the full picture if you only monitor contact center activity. Today’s customers interact with brands in seemingly infinite ways, from viewing ads on social media to reading reviews to visiting stores and engaging in online communities….
The pressure is on. Your call center is maxed out, you don’t want to add any more telephone agents, your company is going through a digital transformation, growth is not what it used to be, cost reduction is in the air, and everybody is asking you what you can do in terms of automation. The…
The contact center agent is one of the most intensively monitored occupations in the world. Admittedly, in recent times, employee monitoring and surveillance have increased, and we have seen the advent of tools tracking workers both at the office and in the field. In a contact center, from the moment they log in to the…