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When organizations approach Laivly for AI and automation solutions, their main goal, nearly always, is to boost productivity. And that makes sense, right? Productivity makes the world go ‘round. It’s a measure of economic performance, the favorable ratio of goods or services produced to the resources spent producing them, as defined by the U.S. Bureau of Labor Statistics. Businesses looking to improve their economic performance focus first on boosting productivity because it results in actual, easy-to-calculate financial impact. We aren’t here to suggest brands stop trying to improve productivity in their contact centers or CX programs. Average handle time, ...
The contact center of the future isn’t so far away these days. Seemingly overnight, artificial intelligence for CX went from cutting-edge concept to must-have inclusion in every new platform or tech tool. But even as the industry buzzes about AI, plenty of contact centers encounter internal or operational challenges on the way to adopt this next-gen technology. If you’re having trouble getting the budget from stakeholders, approval from IT, or buy-in from agents or customers, fear not. These smart strategies for breaking through the barriers to AI and automation adoption can help ensure your contact center doesn’t end up stuck in the past. How to Plan for ...
Are you thinking about incorporating AI and automation into your contact center for the first time? If so, you likely have a lot of questions—not only about how the technology can benefit your center’s operations, but also about any risks, particularly to your customers’ privacy. But if you know what to look for in a vendor, as well as the steps you can take to mitigate security risks, you can move confidently into this new AI-powered chapter of customer service operations. First, let’s take a look at the main privacy concerns around piloting AI technology in your contact center, and then we’ll identify some of the most important security measures and protections ...
How does your contact center track performance data? Standard industry metrics like average handle time (AHT) and first contact resolution (FCR) are important but don’t always tell the whole story, since agents often use multiple tools, systems, and data repositories that don’t communicate cross-platform. What if there was a way to pull siloed data from all of your CX tools into one reporting suite? Then contact center leaders could more easily spot patterns, glean insights, and get an overall holistic view of agent performance and how agents make decisions. Using rapidly advancing technologies, such as robotic process automation (RPA) and machine learning ...
You’ve just found the ideal technology solution to your contact center’s challenges. It’s the answer you’ve been looking for, the automation tool that will increase productivity and decrease costs—and it’s within budget. The only thing standing between your CX program and this KPI-boosting wonder tech? Security compliance. While an InfoSec team may seem like the final boss when it comes to investing in new tech resources, their purpose is vital to keeping brand and customer data safe and secure . Knowing a few security best practices to look for in a technology partner can help you make the best choice for your organization and get faster, easier buy-in ...
Every single customer service interaction has the potential to make or break brand loyalty. This is no secret. Just one bad customer experience can be enough to send someone in search of an alternative product or service; according to Gartner, simply requiring a customer service interaction increases the likelihood of losing the customer fourfold . Good customer service is the expectation, the baseline. Good customer service isn’t about winning loyalty, it’s about maintaining it. If good customer service is expected, companies often conclude, then delighting customers by going above and beyond is the way to stand out and differentiate themselves. But ...
An engineer at Google made headlines recently when he was put on administrative leave for insisting the company’s AI was sentient . To the untrained eye, published conversations between the engineer and LaMDA, the AI, certainly read like something straight out of the sci-fi movies humans have been making for decades. Just a few of the many films depicting what might happen in a world where technology is self aware and can act in its own self-interest include Metropolis in 1927 and 2001: A Space Odyssey in 1968; The Terminator, Blade Runner, and WarGames in the early ’80s; and Avengers: Age of Ultron and ...