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Investing in Conversational AI technology and putting it at the forefront of the contact center can optimize labor and improve customer experience while providing a strong foundation for future business goals.
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Companies are still having trouble using customer experience as a true differentiator. Learn the 5 mistakes that are hurting your customer experience (that you think are helping) in this blog.
Many brands are now stopping to evaluate why their digital transformation is not progressing as fast as they wanted. Learn 5 reasons digital transformation in your contact center may not be achieving the goals you set in this blog.
The revenue impact of patient leakage on health systems can be detrimental. The good news is that self-service scheduling technology can help. Learn more in our blog.
What's the difference between the terms customer service and customer experience? What about customer journey? Learn how understanding the difference between these terms can ensure that contact center technology is successful.
Even though technology is improving, customer experience seems to be getting worse. Why is this happening and how can brands use technology to actually improve their CX? Find our in our blog.
Providing customers with the easiest way to get things done can not only keep your customer happy, but can also keep business processes streamlined. Learn how simplicity plays a role in a better customer experience in this blog.
The promise of omnichannel–a seamless integration of automated self-service across digital and voice channels– had us believing that customers could call a business, pause the conversation, and then pick up the same conversation without losing context through texting. In reality, there are only a handful of companies who have achieved this. Why? They aren’t optimized for voice. Learn more in this blog.
Even with more advanced technologies, we are still seeing contact centers stuck in the same outdated model resulting in long waits, multiple transfers, and unproductive conversations. Learn what's holding contact centers back from evolving in our blog.
The past few years have seen technology, namely Conversational AI, advance to a place where many interactions, including those with complicated intent, can be handled by automation. However, because the model of the contact center has not shifted to fit this capability, the end result still falls short. Learn how a model that leads with technology can bring the most success to contact centers with Conversational AI in this eBook.
