Customer Service Week is upon us (October 5-9). For those that don’t follow, Customer Service Week is designed to boost morale, motivate the team, reward and thank reps, raise awareness of the importance of customer service across the organization, thank those that you depend upon for successful customer service (both internally and externally), and to […]
During this pandemic, I have had extra time to think about how to come out of this crisis full steam ahead, learning from the current situation, and anticipating shifts in organizational demands. I have been asking myself two questions: What can we do to handle the immediate shift in expectations in customer communication? What can […]
Meet Marty! Marty joined EDCi in October 2019. He is a virtual assistant built on the IBM Watson platform. The EDCi team created him to assist our event attendees with common questions about our events (and to entertain them). Our goal with Marty was to be able to address conference questions without having to answer […]
Have you ever asked anyone the question “What is Artificial Intelligence”? You may get a wide variety of answers. I recently spent a few days asking some friends and colleagues about AI; the first response from most people, was “Terminator”. I guess Arnold Schwarzenegger had quite an impact on his viewers! I also heard “it’s […]
Last week Frost & Sullivan, a global research and consultancy organization, announced that Genesys was honored with the North American Company of the Year award for its leadership in the contact center industry. Congratulations Genesys! So, why is this a big deal to EDCi? Because Genesys is our partner of choice for the contact center […]
Contact Center Software That Will Revolutionize Customer Service in the Healthcare Industry Appleton, WI – April 20, 2018 – EDCi is pleased to announce the release of our new EHRConnect software product. EDCi, a provider of communication and technology solutions, has been a leader in the contact center technology space for nearly 15 years. We […]
When was the last time you had to check your phone’s voicemail? If you are like me, it has been awhile. When was the last time you checked your Facebook? For me, 2 minutes ago. Messaging applications such as Facebook messenger and Snapchat are being used more and more to communicate with family, friends and […]
Artificial Intelligence and machine learning are all the buzz in the contact center these days. It’s an up-and-coming technology that is going to be getting a lot more attention in the coming months and years. If Artificial Intelligence isn’t something on the minds of your company’s call center leaders it should be! The industry trends […]
Nowhere is the phrase “time is money” more accurate than in the contact center. Every second counts when agents are answering customers questions. According to the Customer Experience Impact Report by Harris Interactive, the top two reasons for client loss are that customers feel they are being treated poorly and failure to solve a problem in a timely […]
We get it, not every company necessarily needs automation. A large airline contact center with 2,500+ agents would benefit from automation. While a small business that can manage interactions in a timely manner might not. Whether your organization is large or small automation is something to look into. The key to automation is simplicity. People […]