pindrop

JUNE 10, 2020

It’s no news that Artificial Intelligence and Machine Learning are vulnerable to the biases held by the persons that program them 1. An example of this is contact center authentication solutions that use geographic location as a primary indicator of risk. A person merely placing a phone call as they drive could be penalized.

Contact Center 121

Contact Center Finance Engineering call center professionals 121

Callminer

JANUARY 18, 2021

” – Nicolina Savelli, 7 Tips for Success from Experienced Call Center Professionals , Fonolo; Twitter: @fonolo. “A 2014 survey suggested that 69% of customers feel that their call center experience improves when the customer service agent doesn’t sound as though they are reading from a script.

Best practices 226

Best practices Call Center Contact Center Scripts 226

Fonolo

NOVEMBER 17, 2020

We believe that increasing empathy due to the ongoing conditions will significantly impact contact centers in 2021. “I I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.”.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176