Come and explore the latest in cutting–edge technology at CBA‘s booth at CCW 2023 in Las Vegas, Nevada! Our booth will be full of innovative solutions such as Live Assist for Microsoft 365, Optipass, and CareAR – all designed to help brands and businesses take their operations to the next level. Read More »
Effectively integrate omnichannel into your call center processes, as well as some examples of common mistakes when a business makes the move over to omnichannel. We’ll include six contact centre system functions that are absolutely necessary for successfully implementing omnichannel. Read More »
Skills-Based Routing: Implementation & Best Practices Skills based routing is the process of routing a customer to an agent with the skills required to handle their inquiry. This is done by analyzing the customer’s skills and matching them with an agent which has those skills. There are two types of skills that can be matched: …
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Best Omnichannel Retailers 2022 The birth of Omnichannel way back in 2010 led to a significant shift in retail trading. Now, over a decade later, while most retailers are aware of the benefits of using omnichannel, not everyone has managed to successfully embrace the concept and effectively integrate omnichannel into business operations.This is largely due …
If you are a business owner or operations manager looking to improve the efficiency of your contact center process flow, the chances are you will have come across the term ‘asynchronous messaging’. What exactly is asynchronous messaging, and how can it help you to increase agent productivity and customer engagement… Read More »
AI Applications in Education AI is having an increasing impact on education. School administrators, educational material providers, and local government educators are increasingly gathering information on AI applications. Table of Contents Challenges in U.S. Online Education Personalized Online Learning by AI in the U.S. AI Applications in Global markets (U.S., U.K., China) Limitations of Chatbots …
Two Ways to Improve Customer Support Efficiency｜Use of AI and KPI Metrics Many call center managers and BPO personnel consider improving the efficiency of customer support operations to be a challenge. In order to solve problems such as frequent errors when responding to inquiries, low user satisfaction, and high operating costs of support centers, it …
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4 Latest AI Trends Advancing in the U.S. and Banking Industry AI adoption is accelerating in the banking industry. You may be wondering, “How many other banks are adopting AI?”According to a report by UBS, 75% of banks with assets of $100 billion or more and 46% of banks with assets of less than $100 …
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What is an OMO Strategy? Tools and Reference Cases for Successful Customer Support What is an OMO Strategy? Tools and Reference Cases for Successful Customer Support What is an OMO Strategy? Tools and Reference Cases for Successful Customer Support What is an OMO Strategy? Tools and Reference Cases for Successful Customer Support OMO (Online Merges …
What is an OMO Strategy? Tools and Reference Cases for Successful Customer Support Read More »
Management teams of private hospitals, clinics, and dental clinics in the US often grapple with such issues as providing adequate care to patients and improving their bottom line. The healthcare professionals themselves may feel that they have too much work to do and not enough time to support patients… Read More »
Cookieless Future: How to Achieve Personalization Cookieless advertising has presented many marketerers with a dilemma. Consumers are increasingly demanding personalized services from companies while at the same time expecting protection of their personal information. How can companies understand their customers’ needs and provide the personalization they demand in preparation for the cookieless future? One innovative …
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3 Trends in Logistics: AI, Automation, and Multichannel As the effects of the pandemic slowly fade, the needs of the logistics industry are increasing rapidly. As consumption increases, the burden on logistics is growing. The global logistics industry faces the following conditions: 40% of the logistics industry is suffering from inventory shortages and stock-outs 56% …
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7 Reasons to Use AI Inquiry Management Systems for Remote Work Remote work is becoming more prevalent in the customer support arena, and companies have been rapidly adopting remote work in the post-2020 pandemic. Now that companies have realized certain benefits from remote work, the trend is likely to continue long after the coronavirus pandemic …
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Help Desk Automation with AI Many companies are facing issues such as an increase in internal helpdesk workloads, and a decrease in customer satisfaction with external helpdesks. This is especially true for companies that use Outlook and other general mailers for their help desks. Automation is necessary to streamline helpdesk operations and improve customer satisfaction. Read More »
Product developers and store managers in the apparel industry are battling in a difficult environment. They often have to work hard to address issues such as excess inventory, and sales slowing down without discounting. In addition to these challenges, the role of physical stores is becoming blurred due to the influence of e-commerce. Read More »
