The Art of Digital Empathy – Crafting Conversations that Connect

Discover the power of digital empathy in customer service. Learn how to build trust, reduce frustration, and increase loyalty through empathetic online interactions. Master the art of connecting with customers in the digital age.

Finding the Best Co-Browsing Solution: A Comprehensive Product Comparison Guide

Discover the best co-browsing solutions for customer support and sales. Compare platforms like Live Assist for Microsoft Dynamics 365, Surfly, Upscope, and CoScreen.

Exploring the Potential of ChatGPT in Contact Centers

Exploring the Potential of ChatGPT in Contact Centers AI is transforming industries and businesses at an incredible pace. Generative AI, led by technologies like ChatGPT, has become widespread and continues to grow in use. This article focuses on how AI ...

Privacy Mark

CBA is now Privacy Mark certified! This certification recognizes CBA’s strong privacy practices and compliance with the Japanese Personal Information Protection Law, ensuring customers’ personal information is handled with utmost care and security

CBA announces ISO 27001 certification

CBA is now ISO 27001 certified, showing our commitment to information security. This globally recognized certification, based on a third-party audit, confirms that CBA’s policies and processes protect sensitive data.

CBA + CareAR partnership

CBA and CareAR Take Their Strategic Partnership to New Heights! CBA’s CEO, Hiroshi Shibayama, and CIO, Yoichiro Okamura, recently visited CareAR’s / Xerox headquarters in Texas to discuss the current partnership and explore new opportunities for collaboration. During their visit, ...

The Ultimate Guide to Conversational AI

The Ultimate Guide to Conversational AI What is Conversational AI and How Does it Work? Conversational AI is an artificial intelligence that interacts with people just like how a human would. It is a tool with a brain-like feature that ...

3 Ways to Make Call Centers Omnichannel

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.<a ...

Skills-Based Routing: Implementation & Best Practices

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 ...

Best Omnichannel Retailers 2022

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 ...

Asynchronous Messaging: How It Drives Customer Engagement

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 ...

AI Applications In Education

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 ...

Two Ways to Improve Customer Support Efficiency｜Use of AI and KPI Metrics

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 ...

4 Latest AI Trends Advancing in the U.S. and Banking Industry

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 ...

Master OMO Strategy: 5 Tools for Sensational Support

Discover how to transform customer support with an OMO strategy. Explore essential tools, successful case studies, and proven tactics to jumpstart your customer experience.

Digitized Healthcare: Examining Trends in U.S. Hospital Management

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 ...

Cookieless Future: How to Achieve Personalization

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’ ...

3 Trends in Logistics: AI, Automation, and Multichannel

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 ...

7 Reasons to Use AI Inquiry Management Systems for Remote Work

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 ...

Help Desk Automation with AI

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 ...