Americans are quitting their jobs in record numbers. Many of those leaving are looking to change careers or find a higher-paying offer for the same position. The record-high numbers of workers changing jobs mean employers must pay workers more than ever to retain employees or on-board new hires, driving up...
The pandemic changed how we all operate our daily lives. In 2021 and beyond, digital technology is creating new opportunities, customers are becoming more engaged, and customer service leaders are trying new and innovative ideas to keep pace with a rapidly changing contact center landscape. “The best customer service experiences...
Automation and AI have been making headlines for years as the future of business, but the time for Artificial Intelligence has officially arrived. Businesses in every sector are implementing AI solutions, and that push for the technology has only grown since the COVID pandemic. APwC surveyfound 52% of respondents, “have...
For years, enterprise software solutions came in three forms: in-house development solving problems exactly the way businesses wanted using an internal team, third-party off the shelf solutions that fit business needs a little bit more loosely but usually launched much faster and cost less, and a custom solution developed by...
Republished with author’s permission. Find theoriginal articleon EnergyCentral.com he pandemic changed how we all operate our daily lives. In 2021 and beyond, digital technology is creating new opportunities, customers are becoming more engaged, and utility leaders are trying new and innovative ideas. Digital self-service tools like proactive messaging, RPA, Visual...
Every business has spent the past year reacting and adapting to the impact of COVID-19 on their operations and customer behavior. Contact centers and customer service has been a key focus for many, but one solution has delivered increasing ROI after the pandemic increased inbound call volumes and reduced contact...
Automation and self-service solutions are the latest trend in customer service technology. Customers love using well-built and seamlessly integrated self-service solutions, but not every technology implementation is built the same. For customer service leaders looking to deploy the right automation the right way, here are four key mistakes to avoid...
Automation and self-service can be a critical piece of modern customer service, but call center managers and business leaders should keep a few things in mind to make sure their new automation program sees real success. Automation, when combined with the skills of live customer service agents, can create a...
The world is starting to accelerate towards a true end to the COVID-19 pandemic, but the post-pandemic contact center market faces a big question: how to handle increased inbound call volumes when hiring more agents has been made difficult after COVID? At the beginning of the pandemic, call centers around...
Reducing friction in the customer service journey plays a critical role in achieving the level of CX today’s consumers demand. According toShep Hykenand Forbes, 96% of customers will stop doing business with a company because of bad customer service. Reducing friction and delivering excellent customer service experiences should be more...
The COVID-19 pandemic fundamentally changed consumer behavior in every sector. The new normal for retailers in 2021 and beyond has shifted to more convenient, digital experiences. Retailers are adapting their sales shopping experiences to meet the new digital demand, but business leaders must remember to apply the same digital standard...
Digital transformation and customer self-service are two of the most important projects any modern business or contact center can undertake today. With the proliferation of digital services over the past five years — highly accelerated by the COVID-19 pandemic — customers are demanding more and more digital solutions, and expect...
AI is the buzzword everyone is talking about but the path to successful AI implementation starts with Robotic Process Automation (RPA). Bringing self-service bots to every business sector has become a top priority for us all, butaccording to McKinsey,most companies aren’t choosing AI immediately. Instead, most companies today are focusing...
During the last year of the COVID-19 pandemic, we have all witnessed an acceleration in almost every aspect of digital transformation, both by businesses offering more digital solutions, as well as consumers shifting to digital channels. At the core of many of these digital transformations is modern automation, but as...
The COVID-19 pandemic rapidly accelerated digital transformation in every industry last year. The importance of robust self-service solutions, agile integrations, digital access, and modernizing cumbersome systems became abundantly clear when employees moved to work from home and as consumers have continued to demand fast, easy to use customer service. Many...
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Zappix transforms the user journey during customer service interactions with an AI-Powered Digital Engagement Platform- engaging through Digital Outreach, deflecting inbound inquiries using Digital Self-service, and optimizing agents’ activities using Digital Agent Assist. The cloud-based platform enables workflow automation, rapid developments, and integration to back-end systems and provides an actionable Analytics Suite.