We often see people getting first curious and then confused or even scared with the thought of artificial intelligence. This is mainly because we were first introduced to AI via science fiction – like the classic Terminator or the more recent Westworld. In the film and literary depictions of AI, you’ll find that most of […]
Read More… from Not All AI is Created Equal: Pure vs. Pragmatic AI
When it comes to machine learning, one size does not fit all. Different algorithms, and different techniques within those algorithms, are used to build a model that is application appropriate. But how do you determine which technique is best? Because machine learning is not a concrete set of algorithms used across the board, it depends […]
Research shows that improving Customer Experience (CX) leads to positive gains in revenue. Which means that — in the near future — leaders in CX will outperform laggards in generating revenue growth. Your customers want quick, easy access to the information they need via the most convenient channel. But deciding which solutions to use to […]
For consumers and organizations alike, fraud is a growing cause for concern across all industries. The stakes are even higher, however, in industries like healthcare, which has suffered the highest number of fraud attacks of any sector over the past few years. The other significant concern in healthcare is account takeovers, where fraudsters obtain a […]
Read More… from Preventing Healthcare Fraud with Voice Biometrics
For a collections organization, live agents on the frontline represent the heartbeat of the organization. The productivity of the people who connect with consumers on a daily basis has a direct correlation with revenue. Having this knowledge top of mind provides management with a key set of strategies to increase productivity. This could include anything […]
Press 1 for lower CSAT, 2 for lost revenue We have all been on the receiving end of this ancient customer service technology. “Press 1 for sales, 2 for billing, 3 for something else…”. Dual Tone Multi-Frequency Touchtone dialing (DTMF) presents a list of menu options to choose from and directs your call accordingly. For […]
When it comes to customer care, machine learning enables Intelligent Virtual Assistant solutions to automate tasks that used to require a live agent: password resets; address and complex information collection, and even sales support. Integrating machine learning into enterprise customer care opens doors to more flexible automated solutions. It also frees up live agents to […]
Read More… from How Machine Learning Drives Better Customer Care
Traditional contact center measurements – such as Speed to Answer, Containment, and Average Handle Time – focus primarily on increasing efficiencies in order to lower costs. Ultimately, however, these metrics are only capturing part of the story when it comes to one of your most important revenue drivers: your customers. Investing in the customer experience […]
Read More… from Are You Measuring the Right Contact Center Metrics?