eglobalis
MARCH 18, 2025
Challenges: Ensuring AI can manage high-value interactions with the necessary sophistication and personalization is difficult, as these scenarios often require tailored solutions and strategic thinking. Crisis Management During crises, such as data breaches or product recalls, customers require immediate and accurate information.
eglobalis
NOVEMBER 12, 2024
Invest in Team Training Focused on Client Engagement Technical skills can only go so far; true client satisfaction often hinges on the quality of interactions with the team. Use both formal methods (like surveys) and informal touchpoints (such as regular check-ins) to gather ongoing feedback.
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eglobalis
OCTOBER 30, 2024
A satisfied and engaged workforce translates to better customer interactions, as happy employees are more likely to provide excellent customer service and foster positive customer relationships. Enhanced employee well-being and engagement lead to more positive interactions with customers, improving overall customer experience and loyalty.
eglobalis
MARCH 24, 2025
Risks of Hallucinations and Accuracy Issues Generative AI models frequently suffer from “hallucinations,” generating plausible but false information. For instance, CVS Health experienced critical inaccuracies with an AI that suggested incorrect medication information, creating serious safety concerns and reputational damage.
Advertiser: ZoomInfo
To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and promote omnichannel marketing.
eglobalis
JANUARY 13, 2025
The systems automation capabilities ensured that cases were automatically categorized and assigned to the appropriate teams, freeing up agents to focus on critical customer interactions. To implement effective chatbot solutions, companies must ensure proper training of the AI using diverse datasets that reflect real customer interactions.
TechSee
JANUARY 27, 2025
AI Reasoning is the process that allows AI to analyze information, apply logic, and make decisions—just like a human would. Reasoning is the difference between a basic chatbot that follows a script and an AI-powered assistant or AI Agent that can anticipate your needs based on past interactions and take meaningful action.
Speaker: Brian Morin & Helena Chen from SmartAction
AI virtual agents can help resolve a lot of routine and repetitive interactions, but not all are created equal. Some customer service interactions require a human —but just because some calls must be transferred to a live agent doesn’t mean they can’t all begin with AI. Only 25% of the call is valued customer interaction.
Advertiser: ZoomInfo
Incorporating generative AI (gen AI) into your sales process can speed up your wins through improved efficiency, personalized customer interactions, and better informed decision- making.
Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic
Couple that with a potentially volatile economy and it's clear that organizations must invest in innovative approaches if they want employees who are engaged and informed enough to significantly improve the customer experience and eliminate the high costs associated with agent attrition.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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