In an industry with fierce competition, it’s no longer just about the product or service – it’s also about the customer experience that occurs anytime a customer interacts with your brand. For this reason, contact centers have been slow to automate call types and chats that are not on par with a live agent experience. […]
As a lifelong customer service professional, you’ve watched the customer service function change from necessary evil to cornerstone of business success. For so long, businesses found ways to cut costs and increase efficiency in the call center because it was always viewed as a “cost” center. But with today’s customer demands for experiences that are […]
Amid all of the buzz surrounding chat, text, and social media in customer service, voice has reemerged as the preferred method of communication for consumers – including millennials. Thanks to the huge success of personal digital assistants like Amazon’s Echo, people are now willing to talk to machines. Re-read that sentence. They are willing to […]
Chatbots are on the rise – and it’s all thanks to the advancements in technology and natural language processing. In fact, over 80% of businesses are striving to implement chatbot automation into their contact centers by 2020. These automated helpers (if implemented and integrated correctly) can make things easier for businesses and customers alike, by […]
Last week, we attended Customer Contact Week 2018 in Las Vegas, NV, along with 2,500 of the industry’s leading practitioners and vendors. As it came to a close, Dale Zwizinski, SVP of North American Sales, shared his thoughts on key takeaways and trends from the show.
The story of automation and job loss is a familiar one – and it’s one we’ve all heard before. The belief that automation would lead to unemployment first emerged in the early 19th century and is commonly attributed to the Luddites, a group of people who were vehemently against new technology and sought out ways […]
At the recent Tech Growth & Innovation Conference hosted by Gartner, many of the industry’s leading analysts presented on how businesses across the world needed to go digital. No matter which element of the business, finding ways to improve and optimize processes using digital technologies is a must. In customer care, the messaging-based channels are […]
If you’ve been keeping up with the latest news from SmartAction, you may have seen the press release about our newest solution – the Omni-bot™. Omni-bot™ allows you to deploy a conversational AI engine that provides intelligent automation in multiple channels. It is the first such omnichannel offering of its kind and has seen high […]
In the world of customer journey design, Visio diagrams are widely used as the primary way to visualize and demonstrate the possibilities a caller faces within an automated system. With their complex vectors, webs, and graphs, Visios intend to outline every possible scenario, both good and bad, and the inputs, outputs, and outcomes that go […]
Data security – one of the most prevalent topics in today’s headlines. As company after company like Delta and Best Buy are struck by onslaughts of data breaches, it is clear that there is a new reality – that everyone is at risk of having data compromised. With that being said, it is important to […]
