Language versus Intelligence

Natural Language Understanding and artificial intelligence are often terms that are used interchangeably when describing virtual assistants, but they are actually two different things.

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Join the Chatbot Revolution!

There are many benefits to implementing a chatbot within your contact center, most of which directly and positively impact on the end-customer.

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Introduction

Chat bot technology is being driven at a revolutionary pace. Yesterday’s chat bot provider is already obsolete, and today’s chat bot provider faces a juggernaut of competition the likes of which the technology world has never seen. Chatbot platforms are rapidly becoming commoditized as there are so many players with little to no differentiation. The next generation of chat bots will belong to the “Big Six” – Google, Amazon, Facebook, Microsoft, Apple and IBM.

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How digital can enhance traditional voice communication

As an increasing number of customers are moving to digital channels, voice remains extremely popular. Combining digital with voice can give your customer service center a competitive advantage.

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Keeping it in the family

RPA and BPM display a lot of similarities, and as such are often confused with one another. They are certainly members of the same family, though they could not ever be called identical twins.

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The customer experience manager is key to delivering the kind of service offering that can truly differentiate an organization. Here are some of the most important things that a CEM should (and should not) do.

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Who wants to be a customer experience manager?

A relatively new job title in the customer service space, customer experience manager is more than just a fancy title – it is the glue that holds the customer service center together.

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Turning disruption into opportunity

One of today’s major buzzwords is ‘digital disruption’, which sounds scary, but in fact offers many opportunities for contact centers to improve their service levels.

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5 Technological Trends in the Call Center

What are the new technologies being deployed in the contact centers? Several key trends are currently dominating the landscape, and have already started to infiltrate the industry even well before this year.

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Why Do Customers Keep Calling their Bank Call Center?

Who is more likely to contact their bank's call center - Baby Boomers or Millennials? The answer may not be what you would expect.

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