Customers are leaning into automation and 95% of contact center leaders are using or plan to use automation in the next year. If you’re one of them make sure you’re using quality automation in your customer service strategy....
Connecting with your customers on a personal level is important to building lasting relationships. But individuals only really hold one focused conversation at a time. Conversational AI (CAI) helps with the scaling of personalized customer attention and interaction sought across industries....
Don’t underestimate the power of the empathy metric in customer service. To get the most out of this metric though, you need to manage empathy fatigue and avoid using inauthentic empathy that backfires....
There are 26 calls in the queue, 70 calls in progress and Dee’s target is for her 85 Reps to address their clients’ issues in 5 minutes or less and make 7-12 sales each by the end of the day. That is just a small...
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