We will be in the Nashville, TN area on August 6th for our CX Leaders Executive Outsourcing Briefing alongside corporate co-host, KIA member @Todd Sale , Senior Vice President of Customer Experience at Corpay. It's impossible to quantify all the take-aways you'll gain from join us on August 6th.
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...
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...
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...
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...
Performance Objective: Constant vigilance against fraud is necessary to protect a company’s bottom line. But not all suspicious behavior equals fraud, which can mean judgment calls must be made. In the case of a major grocery delivery service, suspicious orders are checked against an extensive...
Case-Study-Workflow-Automation-02202024 (1).pdf
Performance Objective: Customers have limited patience for off-brand messages, long wait times, and conflicting information, while agents are overwhelmed navigating complex policies, working through manual workflows, and managing clunky back-end processes. We partnered with the world’s largest...
Laivly -Case Study-Consistency and CSAT-Feb 23-2024.pdf
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