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The Role of Artificial Intelligence in Contact Centers
The Role of Artificial Intelligence in Contact Centers With its ability to perform tasks that were previously exclusive to humans, Artificial Intelligence (AI) has become an invaluable tool in providi...
Chatbots vs. Conversational AI: Do the Differences Matter?
Most large organizations now use chatbots to communicate with customers. They’re fast, convenient, and an ideal way to relieve the workload of customer service agents. No wonder the global chatbot m...
How to Calculate Cost Per Interaction in a Contact Center
In the fast-paced world of customer service, contact centers are constantly seeking ways to improve efficiency and streamline operations. One important metric that can help in this endeavor is the cal...
Live chat and HIPAA compliance: Challenges and Solutions.
With live chat gaining favor as one of consumer’s favorite communication channels, it’s important to maintain customer trust. When it comes to handling sensitive data like Protected Health Informa...
Customer Service Outsourcing Statistics
In this article, we’ll explain all key customer service outsourcing statistics you’ll need to know to make an informed decision on whether to outsource your organization’s customer service...
Customer Support Ticketing System Process: Ultimate guide
Customer service can make or break you. It’s important that your business has a stellar team of customer support professionals ready to field the questions and issues plaguing customers. But its equ...