Contact Centre Masterclass: How to Turn AI into ROI and loyal customers
Advances in AI Automation through Conversational Artificial Intelligence are enabling companies to provide high quality customer service at scale while also helping call centres achieve significant cost savings. But the AI topic has been around for years so how do you actually achieve the promise of Conversational AI in your contact centre today? Join this […]
WEBINAR REWIND: The future of AI in the contact centre
Don’t worry if you missed last week’s insightful webinar about the future of AI in the contact centre – You can now re-watch the entire session online. The in-depth discussion saw Paul Lasserre (Global Segment Lead for Applied AI solutions, AWS) explore the maturity of AI in the CX space, the key barriers to AI […]
WEBINAR: The future of AI in the contact centre
Tuesday, September 14, 2021, 10 a.m. BST Join talkdesk for a virtual discussion with Paul Lasserre (Global Segment Lead for Applied AI solutions, AWS) to explore the maturity of AI in the CX space, the key barriers to AI adoption, and the top predictions for the future of AI in the contact centre. Contact centres […]
WEBINAR REWIND: How AI is delivering a new generation of CX Analytics
Don’t worry if you missed TalkDesk’s recent webinar – You can now re-watch the entire session online! Contact centres spend significant resources evaluating agent effectiveness and customer sentiment, but don’t always know if they are capturing the right data, creating the right KPIs and sharing the available analytics to allow them to improve agent and […]
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, […]
