The issue of artificial intelligence in the workplace is surprisingly polarizing. Not only are there some who are utterly convinced that such a strategy will make us all better employees and make our work day a breeze, but there are others who believe that such a strategy will destroy the economy itself in a matter of months. Artificial intelligence in the contact center, however, is delivering quite a bit of value already, and it's not showing a lot of damage on the job front.

There's no doubt that there are plenty of options when it comes to buying unified communications (UC) service. The sheer number of firms in the field, and the comparative similarity of many of their offerings makes it actually kind of tough to decide which to go with. What's easy, however, is jumping ship, and that makes it tough for UC providers to keep customers in the fold. Differentiation is the way to keep ground taken by great prices or testimonials, and one of the best ways to differentiate is with voice recordings.

Empathy. It's more than just a plot device on television or a throwaway term in business. Empathy is the foundation of customer service, and from there, the best in customer experience. Cultivating empathy will take a little effort, but will ultimately deliver substantial payoffs.

Customer service is vital to a company's future. A study from Forrester found that 72 percent of companies consider improving the customer experience to be their “top priority.” If that's the case, then businesses need to know what to watch out for in the customer service field ahead so they can respond accordingly. Based on the outlook of the next five years in customer service, businesses will have a lot of changes to make to get on top.

A quick look at the customer service landscape shows us just how much customers would rather solve their own problems than try to run the gauntlet of customer service. How-to videos and workshops dominate many customer service strongholds. We have call centers offering up automated help menus to help customers get their own problems solved, faster. So what can the call center do to expedite the process? 

If you’ve been in the telecommunications industry for any length of time, you’ve dealt with "the staller". The staller is the client who hasn’t upgraded their phone system in over a decade; the client who, despite your repeated efforts, would rather stick with an outdated system than take the time to learn how to use the latest VoIP features. 

It’s true, business phone technology isn’t as coveted as mobile tech. However, it’s vexing that many of the same people who rush out to snatch up the new Apple iPhone X, drag their feet when it comes to embracing new business telecom. Plus, you know that the staller is missing out on some valuable phone system features…features that could help them take their business to the next level. So, what do you do? How do you keep customers up-to-date with the latest telecommunications technology without bombarding them with sales materials? 

A 2013 study from Barclays found that nearly half of Brits considered being on hold the single most hated waste of time in their day. The numbers may fluctuate depending on who you talk to, but it's generally accepted that people don't like being on hold. Message on hold systems, meanwhile, can potentially turn that hate around and turn disgruntled customers into lifelong patrons of your business.

Nonprofit fundraising isn’t for the faint of heart! In fact, for most non-profit organizations, fundraising is a year-round job. The good news: people are becoming increasingly more generous, and charitable giving rates are rising. The bad news: recent statistics indicate that fundraising gets harder year after year due to gift attrition. With more than 1.5 million nonprofits registered in the U.S., people have plenty of choices when it comes to supporting a good cause, and many organizations will not retain their donors in the next calendar year. So, how do you keep supporters engaged without overwhelming them with donation requests? How do you create donor loyalty at your organization? The answer…you get more creative! Today's fundraising is about more than just dropping money in a bucket. People want to engage with the charities they support. Whether you need to get the ball rolling or keep the fundraising momentum going, here are some innovative ways you can fundraise for your nonprofit. 

Whether you own a downtown bistro or a local dinner, preparation is key to running any successful restaurant. And that is doubly true when it comes to maintaining a high level of service during your busy season. From waitstaff calling in sick to equipment malfunction, unfortunately, things outside of your control can (and will) go wrong. That is why it is so important to be proactive, streamlining your process and creating the foundation for a successful dinner rush. Here are a few steps you can take to provide better service during your restaurant’s busy season…

Businesses commonly want to get the most out of their systems, no matter what these systems are. On hold messages are no different than any other, but most believe that all a hold message needs to do is keep a customer from hanging up. That's true, but there's so much more a hold message can do, and the worst ones can actually damage a company's brand and reputation in ways most don't even consider.