Employee Engagement Innovation During Troubling Times
Dear COVID, I never thought I’d be working from my kitchen table, but here we are! To think [read article]
Category: Customer Care
Analytics and the Power of Data in the Contact Center
Since the beginning of business as we know it there is one thing that has remained consistent … [read article]
The Difference and Importance of Employee Experience vs. Employee Engagement
Employees are the heart of every organization. Without people, an organization would not succeed. The nature of today’s [read article]
Taking Your Customer Experience to the Next Level with the Digital Front Door
When it comes to customer service, “digital front door” is an emerging term you may be starting to [read article]
Todays Hot Topic … Employee Engagement
If I go back to “pre-pandemic” and told you that Employee Engagement was the new hot topic, I [read article]
4 Way to Recognize Your Reps During Customer Service Week
Customer Service Week is upon us (October 5-9). For those that don’t follow, Customer Service Week is designed [read article]
The Business Impacts of Covid in the Contact Center
The Covid-19 pandemic the world is experiencing is like nothing we have ever seen. It has left both [read article]
The Power of Virtual Agents in Uncertain Times
During this pandemic, I have had extra time to think about how to come out of this crisis [read article]
3 Ways to Alleviate Healthcare Call Center Stress Amid the COVID-19 Crisis
Life was crazy in the healthcare realm before COVID-19, as influenza cases were at an all-time high. Add [read article]
When it Comes to a Bot, Persona is King
Meet Marty! Marty joined EDCi in October 2019. He is a virtual assistant built on the IBM Watson [read article]
4 Healthcare Contact Center Best Practices to Improve the Patient Experience
A well-run healthcare contact center can help ensure that each of your patients is set on a positive [read article]
What do YOU think AI is?
Have you ever asked anyone the question “What is Artificial Intelligence”? You may get a wide variety of [read article]