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...
Archives
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...
Principles of effective call center voice AI: Demonstrate competence with confidence
Enabling voice assistants to understand everything a caller says–over dodgy phone connections, with different accents and ways of phrasing information–is...
Top safety concerns for generative AI platforms
Generative AI platforms have opened up new possibilities for businesses, helping them streamline operations, diversify services, and improve customer experience....
How Simplyhealth champions the customer in customer service automation
Simplyhealth is a leading health insurance provider in the UK on a mission to deliver digital-first, automated customer service. At...
How to extract insights from your voice assistant: Interview with FedEx’s Paul Pugal
At PolyAI VOX 2023, Paul Pugal, the Managing Director of Customer Experience for FedEx, UK, and Ireland, sat down with...
How Hopper is championing the customer in customer service automation
Kurt Wilson, Head of Service Operations at Hopper, joined us at PolyAI VOX 2023 to discuss how Hopper is championing...
How to scale your voice assistant: Interview with FedEx’s Paul Pugal
At PolyAI VOX 2023, Paul Pugal, the Managing Director of Customer Experience for FedEx, UK, and Ireland, sat down with...