The use of automation in customer service and support has become increasingly popular as technology continues to advance — and for good reason: Automation can offer benefits such as increased efficiency, cost savings, and the ability to handle high volumes of inquiries. However, CX professionals should not view automation as a replacement for customer service […]
Read More… from Automation Can Support (But Not Replace) Human Customer Service Agents
Throughout history, humans have had to adapt to new technologies emerging and integrating into their daily lives. Take the personal computer, for instance. At their inception, PCs were far from intuitive, yet they held the potential to transform many areas of our lives. Thanks to changing priorities and the rise of artificial intelligence (AI), we […]
Read More… from Humans Used to Adapt to Technology; Now, It’s the Other Way Around
Inflation is a pervasive economic force that can significantly impact industries and job markets, including the customer experience (CX) industry. Even though, we expect to see even more job losses in the customer service sector as inflationary pressures continue to mount. For example, Amazon announced that it will cut more than 18,000 jobs, citing economic […]
Read More… from Inflationary Pressures Are Driving CX Job Cuts — Automation Can Help Fill the Void
Cost constraints may lead some companies to prioritize downsizing measures over investing in customer experience (CX). However, controlling costs are just one factor influencing business decisions about resource allocation. Companies that prioritize customer experience may find that it pays off in increased customer loyalty and satisfaction. On the other hand, companies that focus solely on […]
Read More… from Cost Constraints Force Customers to Settle for Less-than-optimal CX
We’ve seen in recent years a growing trend of businesses adopting automation technologies like chatbots and intelligent virtual assistants (IVA) to help with customer service. But what role do they play exactly? What are the benefits and challenges of their use? And what does the future hold? How Automation Technologies Impact Customer Service Automation technologies […]
Read More… from The Role of Automation Technology in Customer Service
The telephone is still a popular customer service and support channel, but unstructured voice communications present security risks and compliance challenges, particularly in a work-from-home (WFH) environment. In an increasingly digital world, people continue seeking ways to make human connections. Automated-response bots, live chat, social media, and email are all cheaper channels than voice, but […]
Read More… from Telephone Still Preferred Channel for Customer Service Interaction
Humans remain the number one driver of the need for compliance and data breaches today, demonstrating that security is no longer just a technical challenge but a human one as well. Plenty of statistical data supports this claim: 82% of breaches involved the human element. (Verizon) 44% of data breaches include PCI or PII. (IBM) […]
Read More… from Humans: The #1 Risk for Contact Center Compliance
At Interactions, we’re always striving to better understand customers. After all, better understanding leads to better conversations, and ultimately builds more trust and stronger relationships between customers and brands. We’ve recently secured a patent (our 125th!) for a new technology that extracts natural language semantics from speech without the use of speech recognition. With this […]
Credit card security? It’s a big deal. Especially for any contact center that accepts payments over the phone. In order to protect sensitive customer data and maintain trust, these organizations must comply with the Payment Card Industry Data Security Standard (PCI-DSS), which includes strict standards for storing and handling credit card data. Here’s the problem: […]
Read More… from 2023 is the Year of Compliance. Is Your Contact Center Ready?