The Advance of Call Center Technology The first issue of AnswerStat magazine rolled off the presses many years ago. Since then much has changed. Call center technology has advanced, customer expectations have expanded, hiring and training practices have evolved, and new service opportunities have emerged. The Internet exploded into a global phenomenon that altered everything. […]
Not All Versions of Artificial Intelligence are the Same There are two types of AI (artificial intelligence). The most recent version of AI is generative AI. Contrast this to predictive AI, also called regular AI, non-generative AI, or analytical AI. For simplicity, we’ll refer to all these alternate labels as predictive AI, simply because it’s […]
Make an Informed Decision about Implementing AI You’re no doubt tired of hearing about artificial intelligence (AI). You probably also realize that AI is not another trend that will disappear and fade into history. Call center AI is a persistent technology that’s here to stay. Everyone, it seems, has an immediate reaction to AI. You […]
Technology Tools Can Be Our Friend Most all telephone answering services (TAS) use a lot of technology to supplement the work of their agents. Yet technological advances aren’t always readily embraced. Yes, a few visionaries will grasp the application and move forward right away. The other extreme is those who are the last to implement […]
Embrace Artificial Intelligence to Help You Meet Your Goals More Effectively Many people worry about how artificial intelligence (AI) might impact our world, including their telephone answering service (TAS) business. They fear AI will emerge as a disruptive force that fundamentally changes their day-to-day operations. It probably will. But there’s no need to fear AI. […]
Technology May Save Money but Human Agents Make the Difference We’ve been hearing a lot about artificial intelligence (AI), and we’re going to hear a lot more about it. Some claim AI is the future of the call center industry, saving money and retaining business. Others fear it’s the end of customer service as we […]
A Decentralized Call Center Is an Oxymoron In the early days of our industry, the label call center fit perfectly. We handled calls from a central location. This was necessitated by the platform we used, which we installed in our office. It consisted of physical hardware to switch calls and network our computers. Centralized The […]
Here are the lessons learned from a computer fiasco I had:
Determine the Role Artificial Intelligence Will Play in Your Telephone Answering Service Unless you’re intentionally ignoring it, talk of artificial intelligence (AI) is all around us. It’s hard to miss. AI is not a fad that will soon fade, a hype that will soon die down. AI is a trend that will continue to grow […]
Make Sure Each Piece of Contact Center Technology Works as a Seamless System In continuing our series on call center integration, we move to the topic of technology, specifically the need to integrate your call center tools. Today’s vendors offer a wide array of technology options to enhance the contact center operation. Yet if these […]