The future of customer data: What contact center leaders should know
The way contact centers use data is changing in a big way. It’s about more than just improving customer service...
Archives
Voice assistants for marketing: Your contact center as a strategic brand asset
More than ever, consumers are being pressured to buy more, share more data, express loyalty via subscriptions and introduce new...
Top CX mistakes brands need to address now
We all know that CX impacts how customers perceive brands, but many contact centers are making critical mistakes that are...
Elevating brand reputation through exceptional customer service
Your brand’s reputation is crucial in attracting and retaining customers. With rising customer expectations and the impact of social media...
8 metrics you must know to evaluate the impact of call center voice AI
When assessing the impact of call center voice AI, many companies make the mistake of reviewing metrics in isolation. You...
Safeguarding generative AI deployments: How to avoid PR challenges
Recent headlines have brought generative AI further into the spotlight. Rogue generative bots are a clear example of both the...
Why the contact center is a strategic brand asset
The contact center is a strategic brand asset, offering a unique opportunity for companies to build lasting relationships with their...
Utilities 2024: Navigating changes for a customer-led future
In 2024, the power and utilities sector is going through big changes due to economic shifts and technological advances. In...
Voice assistants vs BPO: A case study
I have been in the contact center business for over three decades, from being an agent to leading multiple sites...
Managing complex order tracking requests in retail
Despite the wide availability of online tracking, ‘Where is my order?’ (WISMO) requests still make up a significant portion of...
What went wrong? January’s worst customer interactions and how they could have been avoided
Sometimes customer service interactions go wrong. Maybe the customer had unrealistic expectations, maybe the agent was having a bad day,...
Five ways voice assistants can improve CX in retail
In the competitive retail landscape, achieving exceptional customer service levels is often challenging. Limited budgets and the perception of call...
Why are enterprises failing to deploy decent generative AI bots?
Last week, delivery company DPD hit headlines when users manipulated its generative AI-enabled chatbot into swearing and writing derogatory haiku...
2024 retail CX trends you need to know
More than ever, consumers are being pressured to buy more, share more data, express loyalty via subscriptions and introduce new...
Introducing Pheme: A new speech generation model from PolyAI
At PolyAI, we’ve been creating voice assistants for enterprise customer service since 2017. One of the key factors we’ve found...
Eleven benefits of implementing call center voice AI
As companies search for new ways to retain staff, streamline processes, and improve customer experience, many are turning to call...
How to make a good first impression with call center voice AI
Traditional IVRs have given call center voice AI a bad name. We are so used to being misunderstood by automated...
Designing for engagement: How agents and call center voice AI work together to deliver competitive CX
People are always going to have a role in customer service. Even with a very capable voice assistant, some people...