babelforce

06/05/2024

Are you still dreaming of a quicker problem resolution in your contact center? So smoothly and efficiently that it almost seems surreal?💭

We have some good news: This doesn't have to remain a dream. You can make it your reality with the help of conversational AI.

Data from various conversational AI vendors showed that the volume of interactions handled by conversational agents increased by as much as 250% in multiple industries since the pandemic. (Deloitte)

This is because it delivers plenty of valuable benefits such as:
🎯 providing exceptional customer experiences by delivering fast and personalized solutions
🎯 increased workflow efficiency
🎯 significant costs savings in the long term
🎯 freeing human agents from repetitive work

What about you? Are you still dreaming or already automating?

29/04/2024

Gartner predicts that ‘by 2025, 80% of customer service and support organizations will be applying generative AI technology in some form to improve agent productivity and customer experience’.

But the road to automation success isn't always smooth.

Join us as we explore the dos and don'ts, starting with common pitfalls and ending on a high note with effective strategies.

Get all valuable insights here.👇

https://www.babelforce.com/blog/customer-service-automation-how-to-smash-it-vs-how-to-suck-at-it/

80% of customer service organizations will be using AI by the end of next year. Let's talk about what happens when you beat the teething problems...and when you don't

26/04/2024

Embrace the Future. 🚀 But CAUTION!

AI will have a *revolutionary* impact on customer service.
On business strategy.
On… well, the entire world!

But we all know that at some point, the hype bubble has to burst.

And this is where the rollout of customer-facing AI gets really interesting.

We’re starting to see the teething problems as genAI moves into Gartner’s trough of disillusionment. You might have heard about Air Canada being held accountable for a refund policy their chatbot made up?

What matters is what comes next.

Which is that the most committed businesses will build on this starting point. We’re gonna have a front row seat as AI comes of age.

Here’s what businesses need to do if they want to get *actual* customer value from AI.

👉 Know your goal. AI isn’t magic and can only fix problems that YOU understand
👉 Link AI tools with business processes. Don’t put AI tools in a locked box
👉 Give AI the right jobs. Automating the right things > automating everything

Agreed? What do you think CX leaders need to remember about AI?

22/04/2024

Hey, it's Earth Day!🌎

In our passionate pursuit of preserving our vibrant environment and cherishing its invaluable resources, a lot of our team members are dedicated to wholeheartedly supporting its flourishing vitality.

Let's see what our great colleagues do.

Katrin Geske offers her balcony as a sanctuary for the beloved bees (and of course her cat is present as well).🌸🐝

Manuel Westhagen's chickens are living their best lives in his large garden. It's always exciting to see when his little chicks hatch.🐣

Imke Sievers is growing tomatoes bigger than pumpinks. 🍅 And on top of that grapes and sage are also feeling very comfortable in her greenhouse.

Christina Dechent offers frogs a cozy swimming pool to live in (rent free). 🐸❤️

Agata Kmieć is growing her own mushrooms to cook delicious meals and grows a ton of other vegetables in her own garden. She was able to gather 10 kg of tomatoes some weeks ago! Incredible.🧅

One of Christian Förster's favorite hobbies is to grow various different vegetables and herbs in his own garden oasis as well, delighting in the bountiful harvests that adorn his kitchen table.🥬

We love the insights from our colleagues about their pets, plants and homegrown veggies. We even have a Slack channel to share these kind of stories and we just never get tired of it.

15/03/2024

We're excited to unveil the impressive success story of ratioparts, a leading distributor of spare parts for outdoor power equipment in Germany and Sweden.

The business was in need of a reliable telephony system that would ensure consistent availability (especially during seasonal peaks) and a proper integration with Zendesk.

Ultimately, it turned out that we were the perfect solution to meet their needs and resolve their customer service pain points.✅

We're happy to share the impressive accomplishments ratioparts has achieved so far:

🚀 6 x increase in outbound dialing
🚀 Reduced call abandonment
🚀 Seasonal peaks managed with ease

We’re more than glad to see the positive impact our CCaaS solution has on their customer service operations and we can’t wait to see them succeeding even more in the future.💪

Read the whole customer success story and explore all details. Link in the comments.

02/06/2023

Superhuman AI, or not? What does "human level" performance mean?

You can't turn left or right without seeing a claim about an AI achieving human level, or superhuman, performance. What does it all mean? I've dug deep into the topic to try to make sense of it.

08/05/2023

"News" from The babel on Friday ;-)

Total Novice Beats Team of Developers, Creates Voicebot with No-Code In a stunning upset, a complete programming novice has managed to create a fully-functional voicebot using only no-code software. The achievement has left a team of experienced developers scratching their heads and wondering how th

04/11/2021

Why are so few businesses using WhatsApp for ? 🤔

The fact is, it's not the simplest integration.

You can get bolt-on products... if what you really want is more silos!

But we have a different idea to share.

WhatsApp for customer service is all the rage - but are they worth? We're looking at the simplest way to bring WhatsApp in your contact center.

06/10/2021

How are businesses using Automatic Speech Recognition to improve their ?

That's today's topic...

What is Automatic Speech Recognition? How can this customer service technology improve how your contact center functions?

28/09/2021

6 simple ways to improve hashtag CX... in a nutshell:

1.Reduce hold time with virtual queuing
2.Make hold messages less irritating (we cover the best and worst hold messages in the article)
3.Use the right self-service at the right times
4.Bridge agent skill gaps with NLU (it's a bit high-tech but a very intriguing area)
5. Be proactive with your service. (That means hashtag !)
6.Track the right metrics. (Sounds simple, but a lot of businesses get stuck with the metrics they've always had because... they've always had them!)

Check out the post for more details, and let me know - what's the best piece of CX advice you've ever had?

Call Center Customer Service Tips: 6 Easy Ways to Improve

When you ask people what influences their choice of brand, one factor always comes out on top: customer service. As the front line between your company and customers, contact centers are key to fostering this loyalty.