AI and automation have rapidly increased the efficiencies of CX teams across the globe, making daily tasks far easier while empowering agents to do more with less effort — and in less time. But some support centers still have hesitations around adopting AI, especially ones that might not fully...
Taking AI in-house is an option many businesses are exploring with the hopes to maintain full control over their technological infrastructure. But is it smart to implement homegrown generative AI solutions without the ongoing assistance and knowledge of seasoned experts? The decision to build...
ChatGPT’s rapid rise to household name is reshaping business faster than many business leaders can keep up with. If you’re feeling overwhelmed by generative AI, you’re not alone. Across industries and sectors, people are at varying stages of maturity in their broader AI journey, and many don’t...
Artificial intelligence (AI) and Robotic Process Automation (RPA) remain two of the hottest topics in call centers. The promise of AI and RPA to solve service issues and reduce labor costs is gradually becoming a reality. Thanks to technological improvements and broader adoption, AI is beyond...
With the pace of change showing no sign of slowing down — and with talent resisting calls to return to the office — technology is emerging as a key enabler for the hybrid working models of the future. The world has emerged from the worst of the COVID-19 pandemic, but its legacy remains with...
There comes a point at which you’ve got to acknowledge that a long-accepted way of doing things is being upended. This can be due to advances in technology or changes in society or both. That’s precisely where we are in the world of customer service and support. But, it is not manifesting as a...
by Amardeep Modi, Everest Group March 02, 2022 We are pleased to share this post from guest blogger Amardeep Modi, Everest Group. Demand is growing for attended RPA robots that act like on-demand virtual digital assistants activated by humans to help with manual tasks,...
by Orr Rachlevsky January 12, 2022 Is your business ready to comply with the new FDCPA requirements? NEVA can help. Regulation F to 12 C.F.R. 1006, which was enacted by the Consumer Financial Protection Bureau (CFPB), is the first set of comprehensive federal debt collection...
Similar to your favorite ice cream brands, artificial intelligence (AI) comes in many flavors. For contact centers, there are 10 types that empower you and your agents to deliver hyper-personalized customer experiences. 1. Smart data Dirty data has plagued businesses for decades,...
37 percent of customers say they would prefer to get immediate assistance from a chatbot over waiting just three minutes for a human. We’re all becoming used to interacting with automation. In fact, we often prefer it. From Siri to Alexa to automatic bill payment, automation has become...
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