A customer of ours once shared, “Reps that have years of experience found it hard to trust AI-suggested answers at first—they just didn’t believe the right answer could be acquired that easily.” Having trust issues with new technology is normal, but letting it halt...
2020 is certainly one of the most fast-paced and challenging times for businesses and contact centers. In fact, things are changing so fast that failing to keep up or simply following a pre-established plan can actually lead to falling behind the pack. In just a few...
The term “AI initiative” is often met with curiosity, and hostility. Companies and contact centers that have tested the waters know that an AI initiative is like an iceberg – with benefits peaking above the waterline, while a mountain of painstaking work hides...
Why Providing Knowledge Doesn’t Mean You’re Resolving Issues It took us 20 minutes to find this post on Reddit and yet companies take years to realize that providing content does not mean providing answers. Tips for reducing average handling time suggest: The more...
Key Takeaways from Customer Complaints on Twitter Customers hate waiting on hold, end of story. We all know that, it is the #1 complaint of all customers since the beginning of call centers’ existence. However, when a customer calls in with an issue that requires a...
