In virtually any industry, customer appeasement is just a cost of doing business. Offering a concession to avoid or pacify an unhappy customer pays … Read More
Contact Center Jobs Are Tough: Here Are Three Ways Technology Can Help
Read an excerpt from Laivly CEO Jeff Fettes’ article for Forbes, about some of the ways technology can improve the agent experience in the contact center.
Do Customers Really Prefer Self-Service Automation?
The 40-and-under crowd doesn’t like talking on the phone. It’s been memed and joked about at length, but it’s also backed by data. A … Read More
Attended Automation: A Contact Center’s Secret Weapon
R2-D2 had Luke Skywalker. KITT had Michael Knight. Every good robot sidekick has a human counterpart with a knack for finding trouble—and those autonomous … Read More
2021 AI Trends
With 2020 coming to an end, reflections on the past year of tech advancements, trends, and predictions for 2021 are a hot topic. A … Read More
AI: A Personalized Experience
For many people, hearing the words “artificial intelligence” immediately prompts thoughts of an impersonal interaction. The reality is, AI can have the exact opposite … Read More