Artificial Intelligence
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The Evolution of Conversational AI in the Contact Center Industry
Posted on September 06, 2023 in Agent Experience • AI • Artificial Intelligence • Call Center Technology • Call Center Tools • Contact Center • Customer Experience • Vrirtual Contact Center
by Colin Taylor The rapid advancement of conversational AI has had a profound impact on various industries, and one arena that has been significantly affected is the contact center industry. The dialogue surrounding the potential replacement of human agents with AI-driven conversational systems has been ongoing for decades, with technology continuously evolving to redefine customer […]
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The Contact Center Stack – Here’s what you need to build a modern contact center
Posted on September 29, 2020 in Artificial Intelligence • Call Center Consulting • Call Center DIY • Call Center Management • Call Center Technology • Call Center Tools • Contact Centre Ops • Forecasting- WFM • Quality assurance • Quality Assurance • Technology • WFM
Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Call Center Assessment• Call Center Consulting• Contact Center Consulting• Contact Center Strategy• CRM• QA• software• technology• WFM
by JD Fairweather The path to contact center modernization has never been straightforward when it comes to its navigating technology infrastructure. “Costly,” “crowded,” and “confusing” are how business owners typically describe the process of selecting the right platforms to power their center. Besides the alphabet soup of acronyms – WFM, CRM, LMS, to name a […]
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Preparing Your Contact Center for the Age of Virtual Agents
Posted on June 09, 2020 in Agent Experience • AI • Artificial Intelligence • Best Practices • Business continuity • Contact Center • Contact Center Technology • Contact Centre Ops • Virtual Call Center • Vrirtual Contact Center
Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• AI• COVID-19• Customer Experience• virtual agents
by JD Fairweather COVID-19 is making clear to US companies and other firms around the world the need for better cost management in the midst of uncertainty. These past few months, we’ve watched contact centers turn to backup plans C and D as work schedules were impacted by stay-at-home orders or their agents’ refusal to […]
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Self-Service in the age of AI
Posted on February 12, 2020 in AI • Artificial Intelligence • Call Center Tools • Chat • Contact Center • Contact Center Technology • Customer Experience • Help Desk • IVR
Tags: #artificialintelligence• #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• AI• artificial intelligence• Colin Taylor• Customer Experience• Customer Service Consulting• Self Service• WFM
By Colin Taylor Self-service has been employed for more than 30 years to allow customers to serve themselves. This has been a mixed blessing, while many of us value the time savings versus waiting endlessly in a queue for the answer to a simple question and to gain a single piece of information, we all […]
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Webinar: Contact Center Self-Service and AI
Posted on June 26, 2019 in AI • Artificial Intelligence • Call Center Consulting • Call Center DIY • Call Center Technology • Call Center Tools • Contact Center • Contact center consulting • Contact Center Technology • Self Service
Tags: #artificialintelligence• #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #selfservice• AI• artificial intelligence• Colin Taylor• Self Service• webinars
By Colin Taylor Recently, Taylor Reach CEO and Chief Chaos Officer gave a live webinar for Call Centre Helper on Contact Center AI and Self-Service. Check out the recorded webinar HERE. Follow Taylor Reach and Colin Taylor on Twitter at @Taylor_Reach and @colinsataylor. To find out more about how Taylor Reach can […]
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Top Trends Affecting Contact Centers and the Customer Experience They Deliver
Posted on March 12, 2019 in Artificial Intelligence • Call Center Consulting • Call centre consulting • Customer Experience • Customer Experience Metrics • Customer service
By Colin Taylor The month of March is now upon us and the predictions and prognostications for the new year are pretty well behind us. But before we bid adieux to the pundits’ predictions and Top 10 lists, I will add my voice to the collective noise. Predictions are challenging and dangerous; people remember and […]
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Expert Opinion: Top 3 Customer Support Trends to look for in 2018
Posted on November 17, 2017 in Artificial Intelligence • Call Center Consulting • Call Center Performance • Call Center Technology • CSAT • Customer Experience • Customer Support
Original post via ProProfs, expert opinion summary by Colin Taylor With Customer Experience being a crucial factor in business operations, comes the importance of optimizing Customer Support and forecasting trends. With 2018 around the corner, it’s a great time to discuss current and anticipated trends. Recently I was asked to contribute to an expert […]
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Avoiding Bot Biases in Customer Experience
Posted on July 17, 2017 in AI • Artificial Intelligence • Call Center Technology • Contact Center • Contact Center Technology • Technology
By: JD Fairweather How pervasive is the impending impact of artificial intelligence (AI) on the customer experience (CX)? Well, to join a discussion on the topic, I’d be willing to traverse a room full of telemarketers pitching the latest timeshare deals in Orlando. And it would be worth it, as there are just so many […]
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Chat in the Contact Center – an Expert Panel Weighs in – Part 2/3
Posted on June 13, 2017 in Artificial Intelligence • Call Center Technology • Call Center Tools • Chat • Contact Center • Customer Experience
Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. This discussion examines chat in the Contact Center, highlights the many advantages of Live Chat, presents some caveats and looks to the future of this technology in the Call Center and Contact Center.Our team of […]
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Four Top Trends for Contact Centers
Posted on May 30, 2017 in AI • Artificial Intelligence • Contact Center • Purchasing Decisions
By: Colin Taylor It seems there is no shortage of experts and pundits weighing in on what they see as the trends that will impact the Call Center/ Contact Center industry. Though many of the prognosticators may have the timing off, many of these trends will eventually impact on the center, but maybe not today, tomorrow […]
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