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Lessons Learned: CX Focus Key to Successful Customer Contact Automation

Automation tools like chatbots and virtual assistants can successfully reduce live agent costs if implemented correctly
IVR Customers disliked the IVR experience… and much improved IVR http://digitaltransformation.frost.com/expert-insights/viewpoints/lessons-learned-cx-focus-key-successful-customer-contact-automation/

2017: A little AI, Social Media and Natural Language Create a Powerful Contact Center Party for the New Year

2017 Contact Center Trends
IVRve up that pretense a long time ago. Whereas IVRs haven…interaction channels from upgrading outdated IVRs to implementing proactive and interactive c http://digitaltransformation.frost.com/expert-insights/viewpoints/2017-little-ai-social-media-and-natural-language-create-powerful-contact-center-party-new-year/

Omnichannel Customer Service (Part 1)

A two part look at the decline of the traditional "call center", the factors causing it. and what customer service will look like going forward in the North American market.
IVRrs also appear to prefer automated text over IVRerentiate themselves. That includes improved IVR experiences as customers will make fewer http://digitaltransformation.frost.com/expert-insights/viewpoints/omnichannel-customer-service-part-1/