While conversational artificial intelligence (AI) and automation are ideal for optimizing the entire conversation, it’s important to realize that the agent’s effort isn’t over when the interaction ends. What happens after the call can be just...
Even before the pandemic caused long wait times to reach an agent, there was growing consumer interest in using self-service to resolve questions and issues. Now, a Gartner survey conducted in 2021 shows that 71% of customers prefer to resolve their...
Quick guide for health insurers For health insurers, the challenges presented by the pandemic exacerbated many of the industry’s pre-existing conditions around member satisfaction and escalating costs: Dissatisfied members Member satisfaction with...
Today’s leading business process outsourcers (BPOs) are getting more from their call center quality monitoring data. And they’re doing it with conversational AI and automation. What is call center monitoring and why does it matter? Call center...
“Look back twice as often as you look forward.” “Ask reps to set aside two hours a day to add activity data to the CRM.” “Don’t add volatile variables to your sales forecast.” You’ve likely heard sales...
Optimize your outsourced customer service operations with next-generation conversational AI. Higher call volumes, more complex requests and overburdened employees are driving more BPOs toward digital transformation. But just what does that...
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