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4 tips for championing contact center innovation from an award-winning customer experience leader

CIO

Innovation is essential, especially in the contact center as the tip of the spear in customer experience, but how do you activate your modernization plan? I had the opportunity to speak with Mary Daniel, VP of Customer Solutions Center for Aflac, a long-time Avaya customer, at the Gartner Symposium last fall. Tip #1: Don’t over-digitize.

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The Smart Way to Handle Your Agent Shortage Problem this Holiday Season

CIO

Then they’ll call: about shipping delays, return policies, order details, discount codes, you name it – on top of all the other inquiries your contact center normally handles. Use AI to optimize the performance of the staff you have. Unless you put more tushes in cushions, you’ll only have so many people manning your phones.

Gaming 617
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How Starlink transformed tech operations for Journey Beyond

CIO

This is important when you have staff living and working on a pontoon that’s 100km offshore, for instance. “On On the pontoon, our crew members and hospitality staff go out for weeks at a time,” Mazumdar says. We have the same contact center solution and reservations as well.

Hospitals 717
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How software can digitally transform child adoption

CIO

In Zambia, the implementation team travels four to six times a month to children’s homes to spend one to three days training the orphanage staff on Children First Software. And to this day, BEB has just four engineers on its staff. “You have to see it all the way through.” Leveraging that smaller group of engineers was a perfect fit.”

Education 754
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How to create an effective business continuity plan

CIO

One common business continuity planning tool is a checklist that includes supplies and equipment, the location of data backups and backup sites, where the plan is available and who should have it, and contact information for emergency responders, key personnel, and backup site providers.

Business 751
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How gen AI is joining the holiday shopping season

CIO

Gen AI can also help retailers deliver better experiences and scale their contact centers during the holidays without hiring seasonal help. “In Gen AI makes advanced analytics and content creation capabilities much more accessible to companies that don’t have the staff or the budget to invest in traditional, resource-intensive AI initiatives.

Retail 692
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4 Steps to Streamline Your Contact Centre Spend

CIO

The contact center market is growing at a rapid pace. As the key business hub for sales and service, contact centers have long served an important role for customer experience (CX). Today’s contact center agents handle 7.2 Let’s look at four key decisions that can fuel effective cost management in contact centers.

Banking 606