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As we approach year's end, many of us are reflecting on our accomplishments and planning for 2019. Some might even be scrambling to gather data and summarize business outcomes right at this moment. This is the perfect time of year to ask, "In a world full of data, are you getting the insight you need to effectively manage your contact center?" If you are spending a lot of time creating and sifting through a myriad of reports and are wondering if there are worthwhile options to explore in Business Intelligence (BI) & analytics...read on.

Interactive Voice Response (IVR) systems have existed for several decades. Over time, this technology has evolved. The most advanced systems are at the vanguard of incorporating Artificial Intelligence into our everyday life. Despite the advancements in voice solutions, many companies have not updated their IVRs. Customer Service expectations are increasing. IVR modernization is a cost-effective way to keep up with demand.

In the past year, there have been numerous content pieces about Artificial Intelligence (AI) and the future of work itself. While self-driving and cars and robot butlers are fascinating topics, AI's applications in customer service and customer experience (CX) are here now and are permanently transforming how customers interact with brands.

I was recently working with a Healthcare Insurance operations executive servicing Medicare. She had some interesting perspectives on providing customer service through their web portal as opposed to their phone-based call center. The thought was that the portal was a more logical and cost-efficient pathway for self-service. The phone channel comes with costs to support infrastructure and agents, and can also be a slower pathway for customers to resolve several types of issues. I can appreciate why someone would have this perception. But looking deeper, keeping a robust phone channel still makes a lot of sense and should be an integral part of your customer service strategy.