Artificial Intelligence in the Contact Center: Working with, Not Replacing, Human Agents

As effective as AI and automation can be for your contact center, in terms of managing simpler customer issues, speeding up wait times, and facilitating quick solutions, the idea of automating more of your customer service is bound to make at least some of your employees nervous. After all, they’ve no doubt heard the talk […]

What is Voice Biometrics and How Can it Benefit Your Business?

Identity theft is a serious concern for everyone these days, and companies must do what they can to protect their customers’ personal information. Security and fraud have become major concerns for businesses in all industries. Voice biometrics can help provide secure and authentic customer service through your call center by improving authentication processes. Speech recognition […]

How To Map Successful Customer Experiences in Your Contact Center

A customer experience map can help provide a number of insights into the experiences your contact center is providing for your customers. Business is gained by controlling your customer’s experiences with your organization. In order to control your customer’s experience, you must first have a thorough understanding of what that experience is. Here’s a four-step […]

All About Live Chat and Chatbots in Your Contact Center

Live chat used to be the fastest growing method of communication with customers, but that position is now being held by chatbots. It seems like more and more tasks are becoming automated these days. This includes contact center activity - but are customers willing to accept this? Here’s everything you need to know about live […]

Best Public Safety Conferences To Attend In 2018

Public safety is an industry where keeping up with the latest trends and information is very important. Thankfully, there is no shortage of conferences you can attend to glean the latest and greatest information. Whether you are on the frontlines as an EMS provider or working the phone lines as a 9-1-1 operator, here are […]

What Comes After Omnichannel?

Over the last few years, businesses have gone from trying to provide customer service everywhere - from phones to chat to email to Facebook to Twitter and on and on - to focusing on a few strategic channels. Many companies who have been focusing on the omnichannel approach for several years have done so with […]

The Importance of Data Capture Programs for Public Safety Agencies

Technology enables us to capture more data than we ever have before, but the key to taking advantage of so much data is knowing how to analyze it and apply that analysis in a useful way. Public safety agencies can use data capture programs to analyze data in order to find patterns that will enable […]

Public Safety Tech in 2018

Public safety is a big concern to everyone. Technology plays a major role in keeping public safety workers and citizens safe. Whether it’s an app on your phone that keeps you safe while you are walking alone at night or data encryption on your computer to protect your personal information, technology works hard for you […]

Customer Service in the Age of the Connected Consumer

Technology has enabled consumers to be connected to their various devices 24/7 if they choose to be. Smartphones can do almost every task that was once only available to owners of PC’s. With the invention of apps, smartphone users are able to stay connected to social media, the internet, and email wherever they go. In […]

How To Make Sure You’re Investing In the Right Kind of Customer Service Training

To maximize the impact of your customer service department, there are a number of training programs available which focus on a variety of different areas. There’s emotional intelligence training, team-building, and conflict management training, just to name a few. There are also multiple options available for the delivery of these programs: online, lecture, workshop, full […]