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This blog is the fourth in a series on digital channel management. In the previous installment, we talked about how simultaneous interactions affect staffing requirements.

Contact centers are at the heart of a company’s relationship with its customers. In no other business function do you see the exchange of ideas and feedback that happens between agents and customers during support interactions. This conversational information, plus a wealth of operational statistics, make contact centers a treasure trove of customer data.

As many corporations continue to work from home, there is increased demand to maximize solution productivity and effectiveness. When it comes to workforce management, there’s a two-sided imperative: keep the workforce engaged and happy and, at the same time, increase customer satisfaction while cultivating brand loyalty. It’s a complicated juggling act that takes extreme focus and consistent, proper data-driven adjustment.

Like everyone else, contact center BPOs (business process outsourcers) are emerging from more than a year of drastic and unforeseen upheaval. How have BPOs weathered this challenging period? How are they navigating this still-changing landscape and a “new normal?” And, what does the future look like in the world of BPOs?

If you're new to chatbots, it can be difficult to envision where a bot makes sense in your organization's customer journey. Looking at how other companies have deployed and are successfully using bots will be both helpful and can inspire you to move forward with your own solution. This article will provide real-life examples of effective chatbots plus tips for identifying and implementing the best chatbot for your contact center.

This blog is the third in a series on digital channel management. In the previous installment, we talked about how the proliferation of digital channels is calling long-held assumptions about workforce management into question.

AI can yield significant benefits when it's used properly and ethically. Applying AI in the contact center can improve accuracy, efficiency, and the customer experience. If your organization doesn't use AI yet, it's probably just a matter of time. Be sure to consider ethics and data security beginning Day 1 of your project. Designing your solution right and putting good standards and governance in place will help ensure your solution isn’t creepy.