Five Ways to Increase the Original Customer Service AI: Agent Intelligence
Like so many business sectors, the customer service industry is abuzz with talk of Artificial Intelligence (AI). Dr. Ori Faran, CEO of Callvu delves deeper.
Call Center Articles
How is AI Used in a Call Center?
Artificial Intelligence (AI) has significantly transformed the operations of many businesses. Here are some of the ways AI is used in today’s call center.
What is Universal Queuing in a Call Center?
Learn about Universal Queuing, the system in which incoming customer interactions are placed into a single, consolidated queue.
Leveraging AI to Assess Soft Skills of Call Center Agents
Call centers that employ agents with customer service skills like probing will create a better customer experience than those without these soft skills.
Future Proofing Call and Contact Centers: Why IoT Will Be Key
Like so many industries already reliant on IoT technology, call and contact centers are no exception.
Probing Questions to Ask in a Call Center
As a call center agent, it is essential to ask probing questions to your customers. Here are some ways to get to know what your customer really wants.
How Technology is Transforming the Call Center Industry
The call center industry is rapidly evolving, and technology is playing a significant role in enhancing its operations.
Four Ways to Step up Compliance and the Customer Experience
In the aftermath of the pandemic, consumer expectations of brands have escalated, whilst brand loyalty has diminished. Compliance and the Customer Experience have never been more important.
Do You Need a CRM Strategy? Here’s How to Create One
The CRM system is often hailed as the heart of customer experience (CX), yet many businesses don’t give their CRMs as much thought as they merit.
Five KM Predictions for Contact Centers Confronting the Great Resignation
Steve West, Head of Marketing at Shelf, reveals his top predictions for knowledge management in contact centers in 2022.