Upstream Works

DECEMBER 20, 2022

In 2023, it will become table stakes. Unlike legacy technologies that are fully-formed when deployed, AI-based applications are iterative – they get better the more you use them. In 2023, AI should be at the top of the list for contact center leaders, as the earlier deployments during 2022 will be more mature now.

2023 78

2023 Virtual Agent Contact Center Customer Experience 78

CSM Magazine

NOVEMBER 3, 2022

Waterfield Tech, a leading global customer engagement solutions provider, today announced research findings detailing a significant lag in the adoption of conversational AI in the contact center. virtual assistants such as Siri or Alexa) and respond appropriately. Fun/Make customers happy and satisfied (e.g.,

Telecommunications 52

Telecommunications Virtual Agent Contact Center Customer Experience 52

Think Customers

MARCH 2, 2023

Whether 2023 will usher in a mild recession or just an economic downturn, no one knows. Workforce reductions are tempting in the face of economic headwinds but technology and customer experience experts urge contact center leaders to take the long view, and resist. Understand your customer and why they are engaging.

2023 52

2023 Contact Center Average Handle Time Roadmap 52

CSM Magazine

JUNE 12, 2020

Emergent technologies have forever changed traditional customer service support. Lampton look at the state of customer service in the digital age. Stakeholder considerations, new technologies, and shifting demographics are all influential factors to maximize both tangible and intangible benefits in the value chain.

Customer Service 52

Customer Service E Commerce Virtual Agent E-support 52