Analyst Report: AI Helps Align Agent Performance with Customer Expectations
By Abby Monaco, Senior Product Marketing Manager, NICE Using AI capabilities to deliver agent guidance in real time, at the exact moment it’s needed, helps contact centres maximize agent performance, delight customers and reduce costs. That’s the finding of a report by Aberdeen, which surveyed more than 300 contact center leaders across industries around the […]
How Analytics Can Help You Deliver Superior Customer Service
Lauren Maschio, Product Marketing Manager, NICE Consumers today expect world-class customer experiences, and delivering the fast, personalized service they demand requires that you build analytics into the core of your business. Analytics can deliver a competitive advantage by improving the quality of your interactions with customers, and with the contact centre the most vital point […]
Integration with existing business tools, the biggest blocker to improving Call Centre Operations
By Frédéric Durand (pictured), Founder & CEO Diabolocom In a live survey being run by Diabolocom, 67% of respondents have shared that the biggest barrier they for-see in 2021 to improving call centre operations is the need to integrate with existing business tools. When asked about their organisations planned investments for 2021, 80% indicated that they […]
How real-time feedback helps drive lasting change
By Lauren Maschio, Product Marketing Portfolio Manager, Enterprise WFO How to give people feedback, according to Harvard Business Review, is one of the hottest topics in business today. A key problem with feedback, Marcus Buckingham and Ashley Goodall wrote, is that people are “unreliable raters of other humans.” “This phenomenon is called the idiosyncratic rater effect, and […]
Why 2020 will mark the death of the chatbot (as you know it)
Martin Taylor, Deputy CEO at Content Guru, explains how the convergence of written and verbal chatbot functionality will bring about an entirely new Conversational User Interface (CUI)… It’s no secret that 2020 has been an unusual year for customer communication. With international lockdowns limiting person-to-person interactions, many companies have turned to digital channels to continue […]
WEBINAR REWIND: 3-Step Guide To Scaling Your Business Using AI
Don’t worry if you missed KantanMT’s recent webinar giving insight into scaling your business using AI – You can now re-watch the entire session online! One of the most significant challenges, faced by the contact centres industry is on-boarding new territories and customers. Many contact centre managers will way say it takes too long, it’s expensive, […]
WEBINAR: 3-Step Guide to Scaling your Business using AI
Deploying AI in Contact Centres for rapid on-boarding of new business By Jim Nolan, Sales Manager, KantanMT One of the most significant challenges, faced by the contact centres industry is on-boarding new territories and customers. Many contact centre managers will way say it takes too long, it’s expensive, and complex. And if the on-boarding process […]
How AI and automation help contact centers be agile in the COVID-19 era
By Paul Chance, NICE As widespread shutdowns went into effect, contact centers had to make an overnight shift to remote work – a significant undertaking in an industry that has historically relied on physical office spaces to bring together and manage the agents who are critical to solving customers’ needs. Agents and contact center leaders, […]
From Hype To Reality: AI in The Contact Centre
By Content Guru It’s no secret that the global pandemic, and subsequent lockdown measures, have forced many companies to compete solely on the basis of the remote customer experiences they deliver. Those companies that keep their customers close, by investing in technology that makes customer engagement their competitive advantage, will be those that survive, and […]
It’s time to stop talking about AI in the contact centre
The coronavirus pandemic has changed the way that consumers engage with brands. Lockdown has birthed a new era of digital communication, in which customers expect to interact with companies over the channel of their choice, and receive the same unrivalled service that they do from leading online giants. How can organisations ensure that they deliver […]
