FrontLogix | Beyond Customer Care

Digital Transformation

Agents wearing headsets working n a busy contact center

The Contact Center Paradox: A Need for More Agents Despite Rising AI

We are witnessing quite a paradox in AI-powered customer service.

As Conversational AI makes its meteoric rise, one would think the need for human contact center agents would be on the wane. But it’s not. The future is actually pointing towards a growing demand for more human agents, not less.

Contact centers are becoming more automated with conversational AI, yet there’s still a growing need for more human agents

On the one hand, Gartner predicts that by 2026, about 10% of agent interactions are expected to be automated with AI customer service, up from just 1.6% today.

On the other, Calabrio surveyed 400 contact center managers across the globe, and over two-thirds (that’s 70%!) of them foresee an increase in the number of agents in the coming decade.

In the next 10 years, the rise of AI technology will lead to an increase in the number of agents.

As technology takes over more administrative tasks, agents are shifting towards handling more complex customer inquiries. They’re evolving into brand advocates, but this time with a different type of skillset, higher level of expertise and problem-solving abilities.

Contact Centre Agents Engaged in Productive Work Environment

Strategies for Future-Proofing Contact Center Talent

Enhancing critical thinking skills

Calabrio’s “State of the Contact Centre 2023” report underscores that over 60% of managers cite critical thinking and adaptability as top skills needed for future agents, yet these are currently the most lacking.

The future demands new kinds of agents. They’ll be moving away from just providing basic information and towards becoming skilled problem-solvers and brand ambassadors adept at navigating complex customer interactions.

The importance of proactive training

Managers agree on one thing: the importance of ongoing training, as nearly half of the agents currently lack the necessary skills for future challenges.

But, when it comes to the type of training needed the most, managers seem to be on different pages. Some think focusing on work aptitude skills is key to keeping up with customer needs, while others are leaning more towards emotional intelligence and social skills, and increasing employee satisfaction with training opportunities

Technology integration training must not be overlooked

As companies race to adopt new technologies to meet customer demands, agents are often left in a tough spot, expected to become instant experts in these ever-evolving tools. The reality is, with each new system added, agents face an uphill battle, juggling siloed platforms that can hinder rather than help their efficiency. It’s a growing concern that as technologies pile up, proper training isn’t always keeping pace, leaving agents to fend for themselves in a sea of complex, disconnected systems.

Measuring training effectiveness and outcome

It’s crucial to gauge the impact of training on both agent productivity and the quality of customer service. There’s a clear need to evaluate how effective this training is, particularly as there’s a notable link between well-executed training and lower stress levels among agents. This highlights just how important it is to equip agents for the complex calls and scenarios they’re likely to face in their roles.

Group of People Seated Around a Table in an Office, with One Person Presenting Information on a board

Retaining top-agent talent

Experienced agents contribute to 86% higher service quality ratings and have a 77% greater effect on customer satisfaction, according to a TalentKeepers survey.

It’s understandable that increasing wages is a prominent strategy for attracting and retaining contact center agents. However, other methods are also effective in nurturing top talent. Emulating successful practices from survey data, businesses are focusing on offering recognition or rewards, which account for 36% of retention strategies. Additionally, investing in training and skills development (35%) and providing scheduling flexibility (34%) are key tactics being adopted to maintain a motivated and committed workforce.

Embracing Customer Advocacy Language

When reaching out to a human representative, it’s essential that they comprehend our concerns, advocate on our behalf, and strive to offer the best possible solution. Integrating Customer Advocacy Language into agent training is in line with the growing demand for emotional intelligence in customer interactions. By emphasizing this aspect, contact centers can ensure that their agents go beyond simply providing information; they become genuine champions for their customers.

Read more on Customer Advocacy Language in Customer Care : 9 best practices with examples

Alleviating job security fears

The emergence of Generative AI has raised concerns surrounding job security within Contact Centers. This has prompted some employees to proactively seek new opportunities in anticipation of potential layoffs. Customer service leaders should convey a clear message to their reps: Generative AI is a tool, not a replacement. It’s meant to assist agents, not take their jobs.

To alleviate concerns when implementing AI in the call center, it’s vital for leaders to provide a clear explanation of AI’s role:

  1. Involve Everyone: Don’t limit information-sharing to upper management. Ensure that all team members comprehend the purpose and possibilities of AI.
  2. Clarify Role Adjustments: Describe how AI integration may impact roles and highlight the new opportunities it can create.
  3. Equip the Team for Tomorrow: Discuss plans for enhancing their skills, enabling them to adapt to evolving technology.
Read more on Generative AI and Contact Center Job Security Fears: What Customer Service Leaders Should Tell Their Reps

The integration of AI in customer service is creating a landscape rich with opportunities and challenges. It’s about empowering human agents to become more adept, adaptable, and in tune with evolving customer needs. In this new era, the agent’s role is not diminishing but becoming more vital, nuanced, and impactful.

        6 simple yet powerful strategies to improve customer retention

        Can you remember the last time you re-engaged with your customers and tried to win them back?

        These strategies will do exactly that and more.

        At FrontLogix, our commitment is to deliver unparalleled Customer Support by seamlessly integrating advanced technology with the personal touch of human assistance. Understanding the unique strengths of automation and human interaction, we focus on creating a perfect synergy to foster genuine, lasting connections with our clients. Reach out to us to discover how we can assist you in realizing your objectives.

        Contact center agents engaged in customer service tasks at their workstations

        Generative AI and Contact Center Job Security Fears: What Customer Service Leaders Should Tell Their Reps

        Generative AI has increased fears about Contact Center job security, making employees leave before they might be laid off. Here, we explore what Customer Service Leaders should tell their reps.

        Customer support — a vital cog in the organizational wheel — has long been grappling with high attrition rates.

        Historically, contact centers with up to 1,000 agents have seen an annual turnover of 34%, and this rate jumps to 50% for centers with 5,000 agents. 

        The pandemic added another layer of complexity, pushing contact center attrition rates between 65% to 80%.

        This departure trend often stemmed from the daily grind, including repetitive tasks, strict performance targets, and the inherent stress of handling disgruntled customers.

        To add to the pile, generative AI has now entered the scene — increasing fears about job security, making employees leave before they might be laid off.

        A Gartner research reveals that 84%  of customer service representatives who fear replacement by technology are actively seeking new employment.

        Given this landscape and the high cost of agent attrition, it’s paramount for Customer Support Managers to nurture and retain their teams.


        The multi-faceted cost of agent attrition

        • Direct Costs: These include recruiting costs such as job postings, interviews, background checks, and training.
        • Indirect Costs: New recruits require around 45 days of hands-on experience to become skilled in customer handling. Compared to their newer colleagues, agents with 3+ years of experience can be up to six times more valuable. When new agents are still learning their roles, their colleagues have to take on additional responsibilities, which can lead to burnout and higher attrition rates.
        • Customer Experience: Customers desire prompt and effective solutions. With a revolving door of agents, maintaining service quality becomes a herculean task. Experienced agents have been linked to 86% higher service quality and significantly improved customer satisfaction.

        What customer service leaders need to say to their reps: Generative AI – a tool, not a replacement

        Gartner underlines that, contrary to some beliefs, AI isn’t the harbinger of a call center agent job apocalypse.

        While they do predict a 20-30% reduction in customer service agents by 2026 due to AI, yet, Gartner doesn’t foresee the complete elimination of human roles. AI in customer support will likely serve as an assistant rather than a substitute.


        There are genuine concerns with generative AI, such as data breaches, inaccuracies, and biases if utilized for human-like agency.

        Instead, AI’s strength lies in its ability to assist representatives in providing better customer service. Specifically, generative AI can give the reps context regarding the customer, product, and interaction, as well as guidance on how to effectively solve the customer’s issue.
        AI can also generate tailored next-best actions based on the customer’s circumstances and automate regular activities, such as call note summarization.

        Their research has shown that reps whose technology provides them with context and guidance tend to perform better than those who do not have these capabilities.

        Transparent communication is key

        To reduce worries, when you introduce AI into the call center, it’s crucial for the leaders to clearly explain how AI will be used:

        • Engage all Stakeholders: Keeping only upper management informed is a bad idea. All team members should understand the AI’s purpose and potential.
        • Explain the Changes: Explain how roles might change with AI’s integration and the fresh opportunities this may bring.
        • Prepare the Team for the Future: Talk about how you’ll improve their skills so they can keep up as technology changes.

        6 simple yet powerful strategies to improve customer retention

        Can you remember the last time you re-engaged with your customers and tried to win them back?

        These strategies will do exactly that and more.

        At FrontLogix, we strive to provide our customers with the best possible Customer Support by combining cutting-edge technology with human assistance. We recognize the value of both automation and human interaction, and believe that striking a balance between the two is essential to building strong, authentic relationships with our clients. Contact us today to learn more about how we can help you achieve your goals.

        A frustrated man on hold

        The Future of CX: Seamless Shift from Self-Service to Human Customer Support

        Recent research shows an undeniable shift towards self-service in customer interactions. 

        The trend isn’t surprising. Digital natives — being accustomed to instant solutions — find it convenient to solve problems without waiting on a human agent. With effective self-service, they can quickly access solutions and enjoy an effortless service experience.

        However, if self-service falls short or there’s a clunky transition to assisted channels, the customer experience suffers. Given that 88% of customer journeys begin with self-service and often involve multiple touchpoints, it’s essential to ensure fluidity between these channels.

        Why Self-Service is Gaining Popularity

        Let’s unpack why self-service has gained such traction.

        95% of companies have reported a dramatic increase in consumers requesting self-service options.
        77% of consumers prefer brands that offer self-service solutions.
        81% of customers express a desire for even more self-service options. 

        The reasons are twofold. It benefits both customers and businesses:

        How does self-service affect customer satisfaction?How does self-service affect businesses?

        Convenience: Can access services on their schedule.

        Empowerment: Gives more control over the experience.

        24/7 Availability: Often available around the clock.

        Consumer Expectations: Modern customers often expect self-service options.

        Operational Efficiency: Reduces costs and speeds up service.

        Scalability: Handles increased customer volume without adding staff.

        Data Collection: Helps understand customer behavior.

        Resource Allocation: Frees up employees for more complex tasks.
        Woman multitasking in bed with a laptop and a mobile phone in her hands

        Self-Service Hurdles

        Yet, as with all innovations, there are challenges that come with self-service.

        According to a Forrester study, businesses waste nearly $22 million annually on unnecessary CX costs because customers struggle to self-serve.

        A Gartner research indicating that 62% of customer service channel transitions are “high-effort” is a harsh reminder of these challenges.

        Such statistics pose an interesting paradox: while companies are harnessing the power of self-service to reduce costs and improve CX, the transition from this service to human-assisted channels might be causing more harm than good.

        The pursuit of speed, cost-effectiveness, and minimal human involvement has overshadowed a more thoughtful approach that puts people and customers at the center.

        The push to digitally transform business processes has often been driven by a narrow focus on hard data, which can sometimes overlook the very people that technology was meant to benefit.

        Improving Self-Service Channel Transitions: Key Strategies

        Building on insights from Gartner’s research, here are key strategies to ensure that the power of self-service and the necessity of human-assisted channels integrate seamlessly:

        • Limiting over-automation: Self-service should be an option but not the only option. While automation can enhance efficiency, it should complement, not replace, the human touch.
        • More guidance, not more choices: Offer clear guidance for customers during channel transitions. Rather than overwhelming them with choices, guide them through the process, ensuring they know support is readily available if needed.
        • Improve the IVR system: Many businesses have integrated a multitude of options into their IVR menus, thinking that offering more choices would cater to a broader range of customer needs. What that actually results in are complex menus that are difficult to navigate and take ages until the desired option is reached. 
        • Transfer self-service questions to reps: Often, when customers change channels, the details they’ve shared or self-service steps they’ve taken often get lost, forcing them to provide the information again.

          Not only does this affects customer satisfaction, but also, by avoiding the need for customers to repeat information, seamless transitions can save up to 4 minutes of valuable rep time per customer journey, according to Eric Keller, Senior Director in Gartner’s Customer Service Research Practice. 

        6 simple yet powerful strategies to improve customer retention

        Can you remember the last time you re-engaged with your customers and tried to win them back?

        These strategies will do exactly that and more.

        At FrontLogix, we strive to create a superior customer experience by fusing technology and human support. Our ultimate goal is to maintain brand loyalty among your customers by striking a balance between automation and the human touch.

        A woman superimposed with code photo.

        Artificial Intelligence in E-commerce CX: Key Considerations for Retail Decision-Makers

        In the post-COVID realm of e-commerce retail, Artificial Intelligence (AI) has certainly made its mark. Gone are the days when AI was limited to mere automation and rigid prediction models. Today, AI is more of a virtual shopping assistant that can recognize, and predict one’s shopping desires.

        With consumers’ increasing demand for personalized experiences, the numbers are telling. Studies show that a great majority of customers, approximately 80%, are more inclined to buy from businesses that provide personalized experiences.

        But, is AI all good?

        Although it is true that AI enables personalized experiences, it also raises valid concerns about data privacy, cybersecurity threats, and algorithmic bias. On top of all – implementing a top-tier AI engine is quite pricey.

        Artificial Intelligence in E-commerce CX: the positives

        AI Personalization Engine: Enhancing Customer Engagement

        These AI engines analyze historical browsing and purchasing data and then use these insights to perform functions that may seem almost intuitive. They suggest you similar items according to your search history, previous shopping items, and a pair of jeans that would go well with that t-shirt you just bought.

        A girl with a lap top in front of her, looking at her phone, in an open cafe.

        By suggesting products that match users’ interests, and providing personalized offers and discounts, the shopping experience process has become much faster, more efficient – and more enjoyable. But, AI engines also serve as skilled upsellers, increasing the chances of purchasing additional items. 

        It’s clear that AI is not only about automating the shopping process; it’s about creating an experience that’s tailored to each shopper. People are 40% more likely to spend more than planned when they identify the shopping experience to be highly personalized, according to ThinkWith Google consumer insights. 

        A warehouse

        AI for Inventory Management

        AI has also done wonders for the retail industry by improving stock management and streamlining supply chains. 

        It can accurately predict demand and make sure that there is the right amount of inventory available. By keeping track of inventory levels and avoiding overstocking, businesses minimize waste and become more agile in the marketplace.

        Also, using AI to automate restocking can free up employees’ time to concentrate on other tasks.

        Fraud Detection and Security Measures

        This is where AI technologies, such as machine learning (ML) algorithms can help. Fraud management systems powered by AI can flag abnormal patterns, and identify potential fraudsters, including payment fraud, identity theft, and phishing attempts. These AI solutions can also integrate with other security measures, such as identity checks and biometric authentication. The same study reveals that organizations that extensively utilize security AI and automation experience an average savings of USD 1.76 million in comparison to those that do not.

        What’s more – AI systems are never stagnant – they evolve and improve by picking up on the latest fraud trends.

        Artificial Intelligence for Personalized E-commerce Experiences: the negatives

        AI has definitely proved to be a game-changer in the world of e-commerce. However, there are potential downsides that come with it.

        Concerns about the Collection of Personalized Data

        In order to recommend you those jeans that match your recently purchased t-shirt, AI needs to be fed a lot of data such as purchase history, browsing behavior, and personal preferences.

        And while this data helps create personalized experiences, it can also lead to concerns about:

          • Consent: Did users explicitly agree to have their data collected and used in this manner?
          • Transparency: Do users understand what data is being collected and how it’s being used?
          • Control: Can users access, correct, or delete their data?

          2. Cybersecurity Risks

          To personalize shoppers’ experience, AI systems must collect personal information and then, store and process it. As technology advances, we’re seeing more complicated AI systems being developed, but even so, these systems are not immune to cyberattacks. If an AI system is hacked, it could lead to the theft of sensitive information, cyberattacks on other systems, or even the disruption of critical infrastructure. 

          3. High Implementation Costs

          And, last but not least, here is the good ol’ cost. The development, integration, and maintenance of AI systems can be quite expensive. Small and medium-sized enterprises may find it challenging to leverage AI due to these financial barriers.

          6 simple yet powerful strategies to improve customer retention

          Can you remember the last time you re-engaged with your customers and tried to win them back?

          These strategies will do exactly that and more.

          Future Prospects of AI in E-commerce

          When we look to the future, it’s clear that AI will play a significant role in the e-commerce industry. The possibilities are endless, and we can expect continuous advancements that will improve efficiency, personalization, and customer satisfaction. As we move forward, we may see even more advanced recommendation engines, personalized virtual shopping assistants, and integration with IoT devices. 

          By embracing these innovations, retail decision-makers align with the evolving demands and expectations of modern consumers, setting the stage for personalized, efficient, and secure online shopping experiences that could define the future of retail.

          FrontLogix stands at the forefront of revolutionizing Customer Experience (CX), expertly blending cutting-edge technology with personalized human support. Reach out to explore how we can redefine your CX journey.

          Developers working hard

          Conversational AI and the Future of Customer Service

          Here, we’ll explore the promise of Conversational AI and the future of customer service. Will AI replace human agents? The answers are nuanced.

          On November 30, the public was first given access to ChatGPT. This conversational AI chatbot’s capabilities have raised many questions about the future of business operations and AI’s impact on the job market.

          With investors betting big on AI, a question arises ‒ will AI chatbots be the panacea for all ills? How will Conversational AI affect the future of Customer Service? Will human agents become redundant?

          The answers are nuanced. But one thing is certain, the future of customer service is poised for a significant transformation.

          What is Conversational AI?

          In simple terms, Conversational AI is a computer program that is trained to understand and generate human-like text. Think of it as a chatbot that can answer questions, hold conversations, write (quite funny) jokes, songs, children’s stories, and much more. When interacting with this AI system, you feel like you’re talking to a real person, even though it’s just a computer program.

          The power of these programs lies in remembering context and their capability of correcting themselves when wrong. Next-gen Conversational AIs have a learning model that improves over time with user feedback, offering better responses with each interaction. So, the more users interact with it, the smarter it gets.

          How is Conversational AI different from other chatbots?

          The most advanced conversational AI system to date ‒ ChatGPT ‒ is a true jack-of-all-trades. It can compose music, code software, and write lyrics, emails, and blog posts, creating content directly in several languages.

          What sets it apart from other AI language iterations is its use of a generative model. It predicts the next word in a sequence based on the words that came before it, resulting in more conversational interactions.

          This chatbot can mimic writing styles, avoid specific interactions, and learn from your inquiries thanks to its dialogue format. In other words, it may refine responses following additional questions, admit mistakes, challenge faulty premises, and then store what it has learned for future use.

          What characterizes ChatGPT is its ability to present complicated concepts in simple terms. Think of head-spinning topics such as the Higgs boson. A simple Google search will give you a plethora of information, but you won’t understand much of it unless you are a particle physicist.

          ChatGPT can simplify complex subjects into digestible chunks of information that the rest of us can understand ‒ even a 10-year-old.

          ChatGPT Higgs boson
          ChatGPT explains Higgs boson to a 10-year-old

          Conversational AI and the future of Customer Service

          The future of AI in Customer Service

          Conversational AI engines learn from the information they index. In the case of today’s most advanced conversational AI, ChatGPT, that is the database of internet knowledge and validated data sets.

          That’s why ChatGPT can answer questions about everything that can be found online. However, this also makes it susceptible to biased responses, as the internet is flooded with biased opinions. The program is only as good as the data it is fed.

          But when these types of AI-powered chatbots are fed with refined, validated, industry-specific content from deep databases, they can then build supreme knowledge based on that source – and deliver it conversationally to customers.

          Generative AI will offer the most compelling use case for contact centers, as other bot platforms tend to be more scripted and less creative.

          How can Conversational AI be implemented in Customer Service?

          Conversational AI applications can be easily integrated with industry-specific knowledge bases through their API. Merging this organized information repository with AI-powered natural language processing chatbots will grant customers instant access to accurate self-service experiences that feel human-like.

          Why chatbots will not replace human agents

          Unquestionably, these next-gen chatbots will have an immediate impact on a number of jobs, including data entry and processing, basic programming, and simple customer support roles. Still, these jobs won’t entirely disappear but pivot into a new direction.

          Indeed, generative AI will put a jetpack on customer service efficiency and step into the shoes of clunky, rule-based chatbots. However, it won’t replace human agents. Why? Below are four reasons supported by survey data.

          1. Customers believe that businesses have lost touch with the human element of CX

          2. Customers place twice as much importance on friendly agents as on low wait times

          3. People are not comfortable with chatbots resolving their conflicts or trusting them with payments

          4. Technology can often be impersonal and frustrating

          While AI-powered customer service is efficient, it lacks the emotional intelligence that comes with human interaction, particularly when dealing with complex or emotionally charged situations. Have you ever yelled at your phone’s automated message while trying to reach a live person at a call center?

          A growing body of research shows that if customers have some say in the matter, it's unlikely that chatbots will eliminate the need for human reps any time soon. 

          6 simple yet powerful strategies to improve customer retention

          Can you remember the last time you re-engaged with your customers and tried to win them back?

          These strategies will do exactly that and more.

                In summary

                Through their integration with industry-specific knowledge bases, conversational AI-powered chatbots have the potential to usher in a new era of customer service.

                While next-generation AI will most certainly be the end of clunky chatbots, it will not replace human agents any time soon. Study shows that a personal connection still plays a major role in the Customer Experience.

                All in all, Conversational AI chatbots offer a promising future in the field of customer service. It is up to businesses to explore the benefits of this technology while striking a balance with human connection to gain customer loyalty.

                  Digital transformation in contact centers

                  Here we explain what is driving the Digital Transformation in contact centers. We’ll explore the benefits and all you need to know about data security in contact centers. But also, how to implement, and how to execute digital transformation in your contact center.

                  Digital transformation in contact centers means adopting a digital-first strategy and integrating digital technology into all elements of a business by using hybrid cloud methods and AI technologies. Its goal is to maximize data use and provide a personalized experience for each customer.

                  People working on computers in an open plan office setting

                  What is driving the digital transformation in contact centers?

                  6 benefits of digital transformation in contact centers

                  By offering a digital-first customer experience, businesses can both meet the expectations of today’s customers and gain a competitive advantage in a crowded marketplace. A digital-first customer experience is a key differentiator that helps businesses stand out. 

                  Digital transformation carries several other benefits:

                  #1. Customers will pay more for it

                  Today’s autonomous customer expects a digital-first customer experience – and they are ready to pay a premium for it. Reports have shown that we actually can put a price on improved CX.

                  The below image shows the willingness to pay more for a better CX, divided by age groups:

                  A chart expressing the willingness to pay more for a better CX by age groups
                  Source: 360 magazine report from December 2022

                  #2. Relevant and personalized support

                  Digital transformation is allowing proactive service at scale in ways that were previously impossible. Cloud-based contact centers provide access to customer information acquired from multiple touchpoints such as in-app messaging, social media, email, phone calls, video calls, and others. When integrated into a single platform, it allows support reps to provide seamless and personalized support to each customer.

                  #3. Self-service and AI are more cost-effective than a human agent

                  #4. Improved efficiency

                  #5. Improved data analysis and data management

                  Digital tools can help contact centers manage and analyze data more effectively, providing insights into customer behavior, preferences, and trends. They can help contact centers identify patterns, improve processes, and optimize their operations. Some examples include:

                  1. Data visualization solutions that enable contact center managers to see data trends and patterns more clearly, identifying areas for improvement and making better decisions.
                  2. CRM systems provide a centralized database of client interactions and data, allowing contact center personnel to access and manage customer information conveniently.
                  3. Quality management systems record and analyze client interactions automatically, providing significant insights into customer happiness, agent performance, and opportunities for improvement.
                  4. Workforce management solutions assist contact center managers in scheduling and managing their workforce more efficiently by providing real-time data on agent availability, workload, and performance.

                  #6. Increased flexibility and agility

                  Agent with headset in a contact center

                  Data security in contact centers

                  Contact center as a service (CCaaS) platforms keep a large amount of sensitive client data, making them a frequent target for cyberattacks. That is why data security in contact centers is critical. These types of security threats on CCaaS systems can have serious consequences for businesses, including reputational harm, legal liabilities, and financial losses.

                  Below are some of the most common reasons for data breaches, together with the steps to be taken to ensure data security.

                  Reasons for data breach include:

                  • Insufficient security measures such as weak passwords, outdated security systems, and a lack of employee training on data security best practices
                  • Cyberattacks for gaining access to customer data – phishing attacks, malware, and ransomware are some of the most rampant forms of cybercrime
                  • Human error is one of the leading causes of data breaches because contact centers are operated by humans, and humans do make mistakes
                  • Insider threats by employees or contractors, who intentionally or unintentionally expose customer data by sending it to the wrong person or leaving it accessible to others

                  Best practices for ensuring data security:

                  • Using strong passwords and password policies can help prevent unwanted access to customer data.
                  • Encrypting data can help prevent unauthorized parties from accessing or intercepting information.
                  • Employees should be trained on data security and should understand its importance. They should also be trained on best practices for securing client data.
                  • Using security protocols like two-factor authentication.
                  • Regular updates and upkeep of security systems.

                  6 simple yet powerful strategies to improve customer retention

                  Can you remember the last time you re-engaged with your customers and tried to win them back?

                  These strategies will do exactly that and more.

                  4 steps to digital transformation in contact centers

                  1.    Implementing more Customer Self Service (CSS) touchpoints through AI chatbots and IVR platforms

                  2.    Adopting a hybrid cloud approach

                  A hybrid cloud strategy offers the ideal combination of public and private clouds to fulfill business requirements. Contact centers that use hybrid cloud systems may provide their agents with better training, flexible scheduling, real-time self-service options, and other advantages to help them thrive. You can operate a work-from-anywhere organization using hybrid cloud-based solutions and prioritize security and scalability. When cloud apps incorporate machine learning, your organization may further personalize the client journey.

                  3.    Creating an Omnichannel Contact Center

                  4.    Implementing WFM tools and procedures