Benefits of AI in BPO
AI (Artificial Intelligence) refers to a computer system’s ability to perform tasks that normally require human intelligence, such as learning, reasoning, perception, and decision-making. These tasks include processes such as speech recognition, natural language processing, image recognition, and decision-making. These systems are designed to learn from experience (self-learning, if you will), therefore improving their performance over time, and adapting to new situations. They can be used in a wide range of applications, including healthcare, contact centers, finance, transportation, manufacturing, and more. AI is a rapidly growing field, and its potential impact on society and the [...]
Leaning In to Nonconformity
We’re celebrating a milestone! We’ve earned ISO 9001:2008 certification for our quality management system. […]
Transparency: Building Trust by Publishing Call Center Metrics
At least once each week, I talk with an executive who is underwhelmed by their contact center services provider. If he or she helped hire the provider, he or she [...]
How Do We Make (Contact Center) Big Data Sexy?
Contact center Big data was the topic of this week’s #ICMIchat. I had the pleasure of hosing this chat, which got a little heated and showcased a few differing opinions [...]
Challenges with Remote Customer Service Agents | Callzilla
As you search for a customer support solution, it is important that you have all the information needed to make the right decision for your customers. This week’s #ICMIchat focused [...]
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