PHM: Hi, I’m P.H. Mullen, Chief Marketing Officer of Interactions. And I’m here today with Interactions President, Cathal McCarthy. We recently announced an exciting collaboration with NVIDIA, one of the driving forces in artificial intelligence, GPU hardware, and full stack computing. So Cathal, let’s dive in. We’re working with NVIDIA. What does that mean for […]
Read More… from Discussing NVIDIA Collaboration with our President, Cathal McCarthy
Virtual agents have come a long way. And while some companies are certainly still using automated systems from the dark ages, forward-thinking brands have taken advantage of advancements in technology for big steps forward in customer experience self-service. But what’s next? First off, it goes without saying that the companies that have not invested in […]
Read More… from 4 ways that enterprise virtual agents will evolve
In 2020, contact centers were hit hard by the pandemic. Between moving agents to work from home environments, to unpredictable volumes, to navigating a more digital customer base, companies felt the pressure. The ones that struggled the most didn’t have technology in place that supported an evolving business. With the talks of a recession looming […]
Read More… from If a recession is coming, is your contact center ready?
The current labor shortage is a big problem, especially for contact centers. According to an article in the Wall Street Journal, “The average number of live job openings in call, contact and customer care centers advertised on Ziprecruiter.com in February was more than double that of the average the year earlier before the pandemic, according […]
Read More… from How Conversational AI Can Optimize Your Workforce
Gartner’s Top Technology Trends for CSPs in 2022 highlights how Communication Service Providers’ (CSPs) customers are increasingly pushing for consistency and quality of experiences across the customer journey and life cycle, regardless of what channels or services they use. With consumers demanding better customer experience, it’s no surprise that CSPs are investing in customer experience […]
For years, the customer experience industry has strived toward fast, easy, painless experiences for customers. However, time and time again, we feel failed by brands for bad customer service and wasted time. The common theme among bad experiences in customer service revolve around the fact that customers feel powerless. This can be caused by long […]
Read More… from Put customers in control. It’s what they want.
Today, automation in the contact center is a necessity. Customers are busy and self-service provides a fast and efficient way for them to get things done. Consumers also recognize the benefits of using automated systems. In our recent survey, customers noted that when using an automated system, they see benefits such as: The convenience to […]
Read More… from What do consumers expect in a conversational self-service system?
Summer 2022 is upon us and, as the Washington Post covers, all indications suggest travel will be back to the pre-pandemic era. But the war in Ukraine, high inflation, and lofty gas prices have added uncertainty in the travel world and increased the likelihood for out-of-practice travelers to make errors. Travelers aren’t as attentive on […]
Read More… from 5 ways to know if your IVA is ready for Summer 2022
Brands shouldn’t gamble when it comes to customer experience. Just one bad experience can affect customer loyalty and your bottom line. In fact, 1 in 3 customers will leave a brand they love after just one bad experience, while 92% would completely abandon a company after two or three negative interactions. So when it comes […]
Read More… from When it comes to CX, Conversational AI is the only game in town