Is your IVR a roadblock or a pathway to resolve customer issues?
Three years ago, we struggled to handle call volumes due to understaffing and faced a few options: Add an IVR...
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Disruptive change management: Navigating AI integration in large enterprises
The integration of AI is essential for large enterprises that want to innovate, stay competitive, and streamline their operations. However,...
Real-time, efficient, and personalized customer service: Interview with PG&E’s Kristin Punter
In part two of this interview, Kristin highlights the innovative steps Pacific Gas and Electric Company (PG&E) is taking with...
PolyAI wins Artificial Intelligence Excellence Award
We are delighted to announce that PolyAI has won Best Product/Service: Intelligent Agent at the 2024 Artificial Intelligence Excellence Awards....
CX spotlight: Kristin Punter, PG&E
Kristin Punter, Senior Director of Customer Service Outreach and Strategic Workforce Management at Pacific Gas and Electric (PG&E) Company, recently...
The evolution of speech recognition
Speech recognition has come a long way since its early days, with rapid advancements reshaping communication and creating more accessible...
The 10 easiest utilities call flows to automate with call center voice AI
For utilities companies, a new generation of voice assistants is now available to answer customer phone calls, promising higher conversion...
Responding to the Change Healthcare hack: Strengthening healthcare security with voice AI
In the face of relentless cyber threats, even giants like UHG-owned Change Healthcare are not immune. The recent ransomware attack...
The future of customer data: What contact center leaders should know
The way contact centers use data is changing in a big way. It’s about more than just improving customer service...
Voice assistants for marketing: Your contact center as a strategic brand asset
More than ever, consumers are being pressured to buy more, share more data, express loyalty via subscriptions and introduce new...
Top CX mistakes brands need to address now
We all know that CX impacts how customers perceive brands, but many contact centers are making critical mistakes that are...
Elevating brand reputation through exceptional customer service
Your brand’s reputation is crucial in attracting and retaining customers. With rising customer expectations and the impact of social media...
8 metrics you must know to evaluate the impact of call center voice AI
When assessing the impact of call center voice AI, many companies make the mistake of reviewing metrics in isolation. You...
Safeguarding generative AI deployments: How to avoid PR challenges
Recent headlines have brought generative AI further into the spotlight. Rogue generative bots are a clear example of both the...
Why the contact center is a strategic brand asset
The contact center is a strategic brand asset, offering a unique opportunity for companies to build lasting relationships with their...
Utilities 2024: Navigating changes for a customer-led future
In 2024, the power and utilities sector is going through big changes due to economic shifts and technological advances. In...
Voice assistants vs BPO: A case study
I have been in the contact center business for over three decades, from being an agent to leading multiple sites...
Managing complex order tracking requests in retail
Despite the wide availability of online tracking, ‘Where is my order?’ (WISMO) requests still make up a significant portion of...