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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.

Agents are (and will be) needed to handle more escalated, complex issues—those issues that cannot be easily resolved by the customer on their own through AI assistance. Intelligent escalation from a bot or IVR service to a live agent has implications for how we think about agent hiring, training, workforce management, and much more.

Looking back at 2019, one of the underlying debates of the global contact center industry was whether or not voice will continue to have a place in the increasingly digital world of customer service.

The most compelling memorable customer experiences come from the relationships we have with businesses that understand us. That’s why you go to the same coffee shop every morning. The barista knows how you like your latte, they know you like a quick chat about your busy day ahead and they even remember your name. Though these brief interactions might seem insignificant, they’re the reason you become a loyal customer—the barista adjusts the service provided to reflect your likes and dislikes.

Since 2006, cloud computing has expanded and advanced in incredible ways. While cloud computing is a staple in numerous organizations, less than half of contact centers have any form of investment in cloud technology. But, we see the rate of cloud adoption in contact centers rising every year now. Is your contact center ready to make the leap to cloud computing? Here are a few considerations to make as you prepare for the transition.

In this video, the next in our series on Transforming Customer Experiences, Glen Remy, Sr. Product Marketing Manager, discusses call center agent costs and how technology can be used to manage and mitigate these costs.

Webster’s Dictionary defines effort as “strenuous physical or mental exertion”. If you’ve ever had to call a business multiple times to resolve an issue or wasted precious time being hopelessly lost in a confusing automated phone menu, then you can relate to this strenuous mental exertion. The amount of effort customers experience when interacting with a business directly impacts their relationship. If your organization is losing customers despite having a superior product or service, then customer effort may be the culprit. Harvard Business Review takes it a step further stating that “the #1 most important factor in customer loyalty is the reduction of customer effort.”