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Visual IVR has proven itself as a modern solution helping improve customer experience and accelerate digital transformation at every level of the customer journey. By leaning into the advantages of Visual IVR solutions like its speed to deployment and …

One of the biggest hurdles medical staff in all departments face is patient preparedness and education, but a simple shift made possible by modern automation is dramatically improving the status quo, and having added benefits for healthcare providers …

New business models let BPOs charge for automation and maintain margins while letting live agents focus on complex, empathy-driven calls where their expertise is most beneficial and letting self-service handle the mundane calls that …

Self-service has firmly planted itself at the core of contact center digital transformation projects. Streamlining repetitive or cumbersome activities improves the customer experience, and impacts the employee experience. Across customer experience …

After the upheaval of 2020, customer service leaders entering 2021 must focus on four critical functions to guarantee customer satisfaction this year. Each aspect plays an important role in the overall customer service experience: speed, simplicity, mobility, and …

Modern customer service should utilize both live agent interactions and self-service. Live agents are most beneficial when their empathy and training can have the most impact on a customer interaction. Complex calls that don’t follow any standard routine must be …

Modern consumers expect digital self-service from the companies they interact with. Today’s business leaders recognize the value of automation and self-service as well, but modern …

There are three critical aspects of every customer service call that contact center managers must understand and be aware of if they want to make the biggest impact on the customer journey …

With a wave of increased inbound call volumes and a squeeze on contact center capacity from the COVID-19 pandemic, intelligent virtual assistants have quickly become a critical aspect of call centers’ response to the outbreak