The modern contact center is evolving rapidly, shaped by advancements in Agentic AI and increasing customer expectations for seamless experiences. To stay competitive, businesses must adopt forward-thinking strategies and leverage cutting-edge technologies. In this blog, we’ll explore five trends that are shaping the future of contact centers. Trend 1: Speech…
"AI agents are not just tools; they are collaborative partners that augment human capability, enabling us to do more with less." ~ Satya Nadella (CEO, Microsoft) How would you feel if the routine workplace tasks practically managed themselves, communication flowed seamlessly, project coordination happened at lightning speed, and human creativity…
“Knowledge has to be improved, challenged, and increased constantly, or it vanishes.” ~ Peter Drucker Knowledge is a treasured resource in the quick-moving enterprise landscape. Yet, 74% of enterprises fail to leverage their knowledge base correctly. Poor knowledge not only blocks productivity but also costs enterprises millions annually in operational…
Imagine a customer raised a support ticket after failing to solve their query. The support agent wants to solve the issue quickly but struggles to find relevant and accurate information across scattered knowledge. This results in higher resolution time, customer frustration, and poor satisfaction. Can your businesses afford to lose…
Meta’s release of Llama 3.3 on December 6, 2024, has garnered significant attention, especially within the customer support industry. This updated version of Llama brings performance improvements, enhanced efficiency, and multilingual support, promising to transform the way businesses engage with customers. As more companies seek cost-effective solutions to elevate their…
The best knowledge workers are working for more than just money. ~ Marshall Goldsmith The modern-day whirlwind of the support industry pushes customer support agents to be limitless. To stay ahead, enterprises must empower their agents to become proactive knowledge workers - contributing a dynamic knowledge-sharing culture, building and refining…
Knowledge management is the cornerstone of every enterprise across various industries. 85% of organizations acknowledge that knowledge is crucial to their success, making KM tools important in maintaining a competitive advantage. However, the question is - Is knowledge management limited to customer support teams only? That’s definitely not true. The…
Today, customer service productivity directly impacts organizational growth. And, the key to boosting agent efficiency lies in adopting a knowledge-first culture supported by gamification and rewarding systems. For better employee engagement and to foster a continuous learning process, gamification is a crucial tool for enterprises aiming to improve customer service…
The rules of customer support are changing. As we enter 2025, enterprises face an inflection point—one where traditional methods are being rendered obsolete by rapidly evolving customer expectations and technological breakthroughs. What will it take to thrive in this new era? The answers lie in trends that are reshaping how…
Agentic AI is the latest technological advancement, ready to take the enterprise search landscape to an unprecedented level. Ever wondered why agentic AI? Because GenAI is significantly transforming the search landscape through enhanced information retrieval and content creation. The answer lies here—30% of GenAI projects will fail after proof of…
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