Marie Angselius
AI-Powered Contact Centers Revolutionize Customer Experience in the Healthcare Industry
The healthcare industry is witnessing a significant transformation in customer service, thanks to the integration of Artificial Intelligence (AI) in call center operations. Among the pioneers is a leading global healthcare technology company, which has leveraged Conversational AI to optimize its operations and customer...
The Future of Customer Service: Key AI Developments in Contact Centers for 2023
Contact centers are witnessing a significant transformation. The Covid-19 crisis led to a surge in call volumes and a decline in customer service agents, with incoming calls skyrocketing nearly 300% during the initial months. This prompted businesses to transition 90% of contact centers to...
Average speed to answer in 2023 is the highest ever recorded
Keeping Customers Waiting Leads to Call Abandonment, Lost Revenues, and High Staff Attrition Rates The amount of time callers wait in a queue before being connected to an agent has a strong and demonstrable effect on customer satisfaction or frustration, as well as impacting on...
Transforming Customer Service: How to Balance Traditional IVR and Conversational IVR to Drive...
In the age of digital communication, it's crucial for businesses to maintain a strong customer service presence. Interactive Voice Response (IVR) systems have long been used to streamline call center operations, but their limitations often lead to customer frustration. With the advent of conversational...
Is the IVR, as we know it, dead?
COVID-19 is yet again keeping people indoors and socially distanced, and many states and countries and are reapplying restrictions. And with the lack of face-to-face interactions, the importance of customer service has never been greater or more important. And the industry has increasingly relied...