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As we enter a new year and launch a new decade, three trends help shape demand for, and end customer attitudes toward, voice-based authentication and fraud prevention.

In this video, the next in our series on Transforming Customer Experiences, Chris Bauserman, VP of Product Marketing, discusses practical advice for leveraging artificial intelligence (AI) for customer service.

To workforce management outsiders, forecasting in a traditional contact center has always been a bit confounding. Erlang C, Box-Jenkins ARMIA, exponential smoothing – oh my! And that was just when we only had basic interaction channels like voice, email, and chat! But as consumer options and expectations for communication have evolved, contact center complexity has increased. So naturally, the complexity of forecasting and scheduling has also increased!

Determining how to implement or improve proactive customer service at your organization is a big swing. Inspiring the buy-in and adoption of a proactive customer service model across your contact center takes trust and patience.

In 2018 we brought the world’s first employee virtual attendant (NEVA) to organizations world-wide, and now we continue to revolutionize the RPA industry with a ground-breaking offering – NEVA Unlimited.

Everyone in the contact center wants to deliver a great customer experience. Unfortunately, after many years of industry focus, it is not being achieved uniformly. Many centers deliver sub-optimal results and struggle with their Customer Experience (CX) initiatives.

Now more than ever, personalised customer experiences are key to success. Personalised, multichannel service is no longer a perk; it’s what customers expect. However, you may not realise that personalisation is central to the success of your contact centre agents too.