That’s where artificial intelligence AI)-powered contact center solutions come in. These technologies add a layer of automation and intelligence to your business. We’ve typically focused on how this combination elevates the CX, but the truth is that it builds in resiliency to your operation in two key ways. ..SIMULTANEOUSLY […]
Business intelligence
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Automation BLOG TOP INSIDE THE ISSUE MAGAZINE ABOUT TrueMoney Database Keeping the CX Chain WRITTEN BY TONY LORENTZEN Keeping the CX Chain Supply chain chaos continues to be in the headlines. We’ve seemingly seen it all: logjammed ports, inventory pileups in warehouses, shortages of raw materials and consumer goods, […]
s and technologies that rid th e traffic itself of those damaging intrusions. Before they have a chance to infiltrate your network and reach vulnerable agent endpoints. It is worth the time, and the tim e is now, to check with your contact center Skype Database platform provider to […]
a given that agents should be well- trained to recognize the signs of phone fraud, it is unwise and, in fact, unfair to place the full burden of fraud protection and organizational security on the individuals: who are already on the front lines to deliver exceptional service to their callers. […]
Thanks to easy access to personal information harvested through public forums or purchased on the dark web, they are well-armed with enough material to provide a convincing front. In many cases they start with a series of benign calls to a targeted associate in order to establish a rapport and […]
While these calls may never reach an agent, they are wasting resources and degrading network performance. If the calls do reach agents, the messages are often deliberately recorded to be long and garbled. Which means that agents are caught up trying to get clarity LINE Database from the […]
If these are robocalls, the messages have likely already played when the calls were first connected. The responding agents, then, are greeted by “dead air” but must still waste precious time confirming that there is, indeed, no person on the other end. TOLL FRAUD Bad actors using autodialers are […]
Forecast the future. Uncover new strategies to deliver a better CX. Identify what to explore next. Everything boils down to listening to patients. We gain insight into the patient journey by systematically listening to every word spoken in those interactions and using tools like ML help in a scalable way […]
Examining data based on a customer’s journey in the funnel is one step to finding and using relevant insights to inform operational approaches, agent training and improvements to the CX. Opportunities to Improve CX We learn a lot from listening to customers. The stories they share generate deeper insights […]
The middle of the funne l is about specific focus and using ML to understand the nature of some calls. Scenario three (the bottom of the funnel) Human listening also occurs at the bottom of the funnel, where conversations become very immersive and highly contextual. For example, one hospital network […]
Ignoring it is bad business. Yet fewer than % of enterprises use unstructured data meaningfully. The amount of unstructured data generated from customer interactions is daunting (hence why some companies remain reluctant to use it), yet it holds tremendous value. Conversational data breaks the status quo by giving teams […]
Further, both NPS and CSAT rely on solicited feedback and small sample sizes. And the time between surveys and results analysis is lengthy. Unstructured data Much customer data is unstructured — it’s generated from conversations with call center Fusion Database agents, chatbots, email responses, and social media. But this […]
