Podcasts

Podcasts

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Chatbots and artificial intelligence (AI) are the darlings of the contact center industry, so where do Intelligent Virtual Agents (IVAs) fit in? What's the difference between an IVA and a chatbot? Today, there seems to be as much misinformation as there is information about AI and bots in the market, so how to separate fact from fiction? In this podcast, I'm joined by Verint's Jen Snell to talk through the intriguing topic of conversational AI and IVAs, including a discussion of applications that are nothing short of fascinating. 

Friday, 27 July 2018 00:00

Getting Smart about Knowledge Management

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As contact center professionals maintain their sharp focus on both the customer experience and the employee experience, knowledge management has become one of the most sought-after solutions in the industry. In this podcast, we once again visit with Verint's Kelly Koelliker to discuss what truly constitutes a knowledge management solution, how it differs from an enterprise content management solution, and we detail the steps to follow in order to optimize the implementation of a true contact center knowledge management solution. 

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Contact centers today are more concerned about fraud, identity theft, and account takeovers than at any time in the industry's history. Contact centers are targeted by fraudsters not only to steal but to also phish for information. Fraudsters today are sophisticated and organized, spending considerable time researching their targets in the contact center.

 

In this podcast, Paul is joined by Windsor Tanner of NICE to discuss the role of voice biometrics in the contact center and the reasons fraudsters find it almost impossible to compromise. Also discussed are recent developments that make enrollment in biometrics programs faster, easier and more convenient than ever before.

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Artificial Intelligence (AI) is one of the hottest topics in the contact center industry today. News releases and product introductions with AI implications are now weekly, if not daily, events and buyers are paying close attention. There also exists a great deal of misinformation and confusion regarding true artificial intelligence and terms such as "machine learning" and "natural language understanding" are often included in AI announcements as if they are the same thing.

In this podcast, Paul has a frank discussion with Aspect's Tobias Goebel regarding the differences between AI and natural language understanding (NLU) and rules-based systems versus human-level performance. This podcast offers an honest look at the state of AI in the contact center industry today.
Wednesday, 29 March 2017 18:09

Millennial Workforce? Don't Panic!

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Members of the Millennial generation, born between 1980 and 2000, now represent more than 50 percent of the workforce. In the contact center, the Millennial generation brings a different set of career requirements and expectations to their customer service career. This is the generation that has never had to live without technology, and they are more than comfortable multi-tasking while using the latest customer communications and social media channels. In this podcast, Paul is joined by Verint's Kelly Koellicker to discuss what to expect with this new generation of workers and what tools and strategies are available to effectively manage and optimize the unique capabilities of this new generation of contact center agents and managers.

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Changing demographics are bringing a new level of attention to not only the customer base, but to the workforce as well.  With agent turnover an ongoing issue, along with a growing awareness of the value that is found in the voice of the employee (VoE), customer service professionals are turning toward new strategies and solutions that address these evolving contact center workforce dynamics.  In this podcast, we are joined by Cisco's Tod Famous to talk about how Cisco Spark is being used in forward-thinking contact centers to enable such things as team communication, onboarding of new agents, sharing of experiences, and having a little fun along the way.  And the best part? Basic Cisco Spark is a free download! Details in this informative podcast.

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What does Mr. Spock have in common with customer service? More than you might suspect. In this podcast, Zack Taylor of Cisco joins Saddletree Research to discuss what Zack refers to as new customer engagement outcomes. Apparently, Mr. Spock was well ahead of his time when it comes to customer engagement and performance measurement! Also discussed in this podcast are emerging contact center metrics such as First Call Resolution (FCR), Customer Effort Score (CES) and Net Promoter Score (NPS).
Thursday, 03 September 2015 12:37

Tapping into Twitter for Customer Self-Service

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More than 50 percent of contact centers in the U.S. today support social media as a customer channel.  Of all social media channels available, Twitter is the fastest growing in terms of acceptance as a customer service channels, which leads us to ponder how else Twitter might be used in the contact center.  In this podcast, Tobias Goebel of Aspect joins us to share his thoughts on how Twitter might be used as a customer self-service tool and we explore how automation might play into this new customer communications strategy.  Interactive Twitter Response (ITR)?  Listen in and see if you agree.
Thursday, 28 May 2015 08:51

You Can’t CRM Your Problems Away

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Back in the day, customer relationship management (CRM) software was thought to be the cure for all that ailed the contact center. Today CRM has taken a more dignified position in the contact center and we know that there are many more productivity gaps that we just can't CRM away. In this podcast I'm joined by Mike Garner, Chief Customer Officer at Cicero, as we discuss the role of the agent desktop workstation in diagnosing and solving contact center productivity issues.

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Omni-channel is poised to be one of the fastest growing segments of the contact center industry over the next three years. In this podcast we are joined by Annette Miesbach of inContact to discuss, among other things, the difference between multi-channel and omni-channel customer communications, the role of omni-channel in today's contact center, the impact of this innovative customer care development and practical advice for deploying an omni-channel solution.
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