Making Contact | August 2024

Hi, there! ?? Thanks for checking out Laivly’s newsletter, Making Contact.?

Each month, we share with you:?

1. Fresh insight from our own industry experts
2. A few news stories that caught our attention
3. A quick roundup of what’s happening at Laivly?

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Constellation Starter ?

Before implementing any new technology in the contact center, it’s always worth considering the why behind it. “We’re all consumers, and we make a vote every time we interact with a company,” notes Matt Bruno , Laivly’s CRO, explaining that the key is knowing and respecting what that vote is for. “The reason a chatbot isn’t always great is because [as a customer] I voted that I want to chat with a person, and you’re giving me a robot.” The same principle applies to customers who call but end up diverted and frustrated by IVR technology. “The key is understanding what a person wants when they choose a particular channel.”

How can your CX program use technology to give customers what they’re looking for as efficiently as possible? What challenges exist along the customer journey might benefit from technology in an unexpected way??????

Satellite News

?? How might AI reinvent U.S. education? Rex Woodbury, founder and managing partner at Daybreak, points to AI’s ability to personalize learning and provide 1:1 instruction in a way teachers currently can’t. (Sounds a little like a certain round, blue agent assist tool we know!)

?? Last month, a class action lawsuit was filed in California against Patagonia, alleging the brand shared customer data with its contact center AI vendor without consent, raising a number of ethics and security concerns in the CX tech space. (Worth noting: Laivly does not store customer or client data, nor do we use it to train models. Check out our Trust Center for all the info.)

?? And on the topic of trust, how can your CX program build customer trust in AI? Execs In The Know has some strategies for CX leaders over on their blog.?

Laivly Transmissions

?? Let’s talk chatbots. Do customers really hate them? Often, yes. Is generative AI the missing piece? Well, maybe — but there’s more to it than that. See what we mean in our guest post for Execs In The Know.

?? Most of us rely on GPS these days, but one place a roadmap still works well? Planning out AI use cases for your contact center! Check out the video on our Walk, Run, Fly approach to building a roadmap — one you won’t have to figure out how to re-fold.??

?? Did you catch our joint webinar with Nutun , hosted by Peter Ryan ? Check out the replay to hear Nutun’s Hans Zachar and our own Matt Bruno chat about empowering agents for better CX!

?? This week, Sabrina Labonte , Laivly’s Director of Marketing & Partnerships, and Taylor Kane of Working Solutions co-hosted a CX Meetup with a give-back twist: a small group of CX pros connected while preparing and serving a meal at the New Orleans Mission for 150 members of the community. Want in on the next CX Meetup? Join the #CXMeetupSeries group to find out where and when!

Thanks for making contact with us! We'll see you again next month. ??