Artificial intelligence, or AI, is one of the hottest trends. Almost every business understands that value of AI, whether it’s to streamline business processes or deliver a better customer experience. AI as a word, however, has been watered down over the past decade, and the definition and application of AI can be confusing for many seeking to implement AI for the first time.
Having a remote workforce gives contact centers the flexibility and scalability that other options cannot provide.
Having a virtual call center unlocks many unique opportunities for contact centers and customer service operations. Opportunities include having the ability to hire talented agents from across the world, getting the latest technology immediately, and lowering costs of maintenance.
With the COVID-19 pandemic, many contact centers and CX providers are turning to virtual call center solutions to continue providing customer service while keeping call center agents safe. With many governments ordering mandatory shelter-in-place and lockdown regulations, the traditional call center has shifted to the home office for many businesses.
Why omnichannel? The answer is simple. You want to make it as convenient as possible for your customers to connect with you. When they need you, they will reach for whatever method of communication is closest and easiest. It can be the texting, apps, email, messaging, social media and more. Some of these are AI […]Continue reading