CSM Magazine

DECEMBER 14, 2021

The best customer experiences blend speed and convenience with the human touch, which is a fine balancing act for contact centres today. Seventy percent of contact agents say they are managing more calls than they did 18 months ago thanks to a marked rise in the good old voice communication.

Analytics 59

Analytics Self service Technology Metrics 59

CSM Magazine

APRIL 20, 2022

In our last blog , we asked the question ‘what does wellbeing really mean?’ and came to the conclusion that the major barrier to wellbeing – stress – affects everyone in the contact centre and beyond. Use them to enhance staff engagement, optimise contact centre performance and boost profitability: 1.

Technology 52

Technology Coaching Analytics Enterprise 52

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. Will the AI / chatbot hype start to live up to its promise? We’re going to tackle all of those topics in the months ahead on this blog, but first we’re reading everything we can so we can bring you the most accurate analysis.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Spearline

JANUARY 11, 2022

In April 2019, we wrote that cloud telephony services market revenue was set to reach US$ 42 Billion by 2026. In fact, recent figures from a Research and Markets report reveal that the global telecom cloud market size is expected to grow to a staggering US$ 52.3 Telecom cloud technology facilitates an enhanced customer experience.

Banking 98

Banking outsourcing Healthcare Marketing 98

Callminer

AUGUST 6, 2019

Customer service executives should be able to handle the software within a few hours.” – What to think about when choosing call centre software , Irish Tech News; Twitter: @Irish_TechNews. Contact center software has evolved as customers’ expectations and needs have shifted with the rise of mobile devices and social media.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

CSM Magazine

JUNE 24, 2021

In his final blog in the Connected Enterprise series Ross Daniels at Calabrio discusses the role of the contact centre. . In the first two blogs in this series, we set out to define what it really means to be a Connected Enterprise, identifying the top three characteristics that all connected organisations share.

Enterprise 52

Enterprise Multichannel Analytics Quality management 52

CSM Magazine

MARCH 16, 2023

There is an infinite amount of data in contact centres but what does it really tell us? You may be asking what Pi has to do with customer data analytics in contact centres? Dive into the Unknown Here are 6 ways to implement customer analytics tools to help contact centres to dive into the unknown: 1.

Analytics 52

Analytics Coaching Finance Upselling 52

Cisco - Contact Center

JANUARY 27, 2020

In our own Cisco survey of 700 contact center executives across 7 countries, 79% agreed that customer experience has a significant impact on business results. Integration of new cognitive capabilities powered by Voicea and Google Cloud’s Contact Center AI that turn your agents into “super agents”. Announcement Highlights.

Contact Center 98

Contact Center contact center solutions Enterprise Cloud contact 98

TechSee

AUGUST 14, 2023

He grew Call Centre Helper Magazine’s audience from 40,000 visitors a week to well over 100,000, in just a few years, and certainly knows how to create engaging content that keeps people coming back for more! Jon’s thought leadership can be followed on his widely-read JAA’s Analyst Blog.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Cyara

JULY 9, 2019

The contact center has become the inflection point for digital transformation in the enterprise. To accomplish this, the vast majority of enterprises are moving their contact centers to the cloud. I recently asked CX experts for their view on cloud migrations. Joe Eisner. Organization: AWS. LinkedIn: jeisner.

Cloud contact 52

Cloud contact Contact Center Average Handle Time contact center solutions 52

Aspect

DECEMBER 24, 2018

This year, we’ve brought a number of new customers onboard and worked on some ground-breaking projects with innovative brands, such as the AI wine chatbot that we launched for Lidl. And speaking of our cloud offering, we also announced an update to our complete customer engagement platform in the cloud, Aspect Via 18.1

Chatbots 59

Chatbots Finance APIs Self service 59

Enghouse Interactive

DECEMBER 5, 2018

The following blog takes a look at the contact centre and what we can expect to see in 2019. Contact centres will continue to migrate towards robotic technology and artificial intelligence, but the reality won’t match the hype. of all contact centre inbound interactions.

Analytics 65

Analytics Coaching Cloud contact Engineering 65

Cisco - Contact Center

NOVEMBER 26, 2019

There are important elements to racing that apply to running a contact center. So where are the boundaries in a contact center? The digital and AI revolution is underway and on track to bring extensive changes to all aspects of business, especially the contact center. Did we just do that? Learn More.

Contact Center 127

Contact Center contact center solutions Transportation Government 127

CSM Magazine

AUGUST 18, 2021

In the first blog in this series, we introduced the importance of adding simplicity to the contact centre. In this blog, we reveal the most common barriers to achieving simplification and how to overcome them. In our next blog on simplification, we discuss how to turn theory into practice. About Calabrio.

Best practices 52

Best practices Morale Employee engagement Technology 52

Enghouse Interactive

FEBRUARY 5, 2021

And while current lockdowns mean most contact centres remain closed, with staff working from home, now is the time to focus on the future and build the right working environment for the post-lockdown world. It has fundamentally changed how we work, especially in the customer service industry. The future of work. Unified communications.

Self service 40

Self service Coaching Chatbots Quality management 40

Creative Virtual

MAY 17, 2023

We’ve been innovating in the conversational AI space for nearly two decades and as technology continues to advance, we are constantly asking ourselves serious questions about how it may, or is, disrupting the value we can add. Can the conversational AI provider back up and demonstrate what they are saying?

Chatbots 52

Chatbots Enterprise Technology Personalization 52

Creative Virtual

MAY 17, 2023

We’ve been innovating in the conversational AI space for nearly two decades and as technology continues to advance, we are constantly asking ourselves serious questions about how it may, or is, disrupting the value we can add. Can the conversational AI provider back up and demonstrate what they are saying?

Chatbots 52

Chatbots Enterprise Technology Personalization 52

Aspect

JUNE 20, 2018

Recent advancements in artificial intelligence (AI) and cloud technology are now being adopted by businesses and service-based organisations to create an automated consumer experience that is driving the evolution of customer self-service. The digital transformation of contact centres.

Self service 59

Self service Technology Interactive Voice Response Customer Experience 59

Fonolo

SEPTEMBER 11, 2018

We got a lot of feedback on last week’s blog , both in private and in public (see this thread on LinkedIn, for example). The title of last week’s post was “AI is Not Reducing Call Center Agent Employment”. I fully agree that successful deployments of AI-powered bots are happening. Local vs. Global. Both things can be true.

Customer Service 89

Customer Service Banking Contact Center Call Center 89

Callminer

AUGUST 1, 2017

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Fonolo

SEPTEMBER 11, 2018

We got a lot of feedback on last week’s blog , both in private and in public (see this thread on LinkedIn, for example). The title of last week’s post was “AI is Not Reducing Call Center Agent Employment”. I fully agree that successful deployments of AI-powered bots are happening. Local vs. Global. Both things can be true.

Customer Service 52

Customer Service Banking Contact Center Call Center 52

Avaya

JULY 22, 2016

Last month Google hosted its annual Google I/O conference and their new CEO Sundar Pichai delighted an audience of tech enthusiasts when he said, “We have this vision of a shift from mobile-first to an AI-first world over many years.” The big question for us: How do we harness all that consumer enthusiasm for AI into business communications?

Customer Experience 56

Customer Experience Entertainment Self service Contact Center 56

Creative Virtual

OCTOBER 5, 2018

After a busy day, I want to switch off and walk around the supermarket with my head in the clouds – not have to scan, weigh, search for butternut squash on the supermarket’s database! – I wonder about removing the human element completely, especially when it involves the customer doing the work themselves.

Chatbots 40

Chatbots Customer Service Technology Customer Experience 40

Fonolo

SEPTEMBER 4, 2018

We addressed this on the blog: No, Google’s Duplex is Not Going to Replace Call Centers. What about the broader issue of AI catching up with the job of call center agent? How do we reconcile this with all the progress we see in NLP, AI and voice recognition? Register for “The Impact of AI in Customer Experience” here.

Call Center 209

Call Center Self service Contact Center Chatbots 209

CSM Magazine

AUGUST 8, 2023

Discover the secret to agent wellbeing in your contact centre with hints and tips that work. It’s a welcome shift because for most contact centre managers, agent stress is the biggest labour issue on their minds and it’s diminishing the customer experience (CX). References – State of the Contact Center 2022.

Employee engagement 52

Employee engagement Agent burnout Gamification Analytics 52

Select VoiceCom Blog

MARCH 1, 2023

Call Centre Customer Service Statistics and Trends to Know The Role of Call Centre Customer Service Call centres cover various tasks, including customer care, assistance, troubleshooting, or simply forwarding calls. Here are the other roles of customer centre service that will benefit your business.

Customer Service 52

Customer Service Self service Wait times Chatbots 52

CSM Magazine

SEPTEMBER 21, 2021

In our last two blogs, we introduced the concept of adding simplicity to the contact centre and outlined the major barriers to success. In this final blog in the series, we discuss how to turn theory into practice using the latest Workforce Engagement Management (WEM) solutions. About Calabrio.

Multichannel 59

Multichannel Analytics Quality management Enterprise 59

CSM Magazine

JULY 7, 2021

In Calabrio’s recent blog “Harnessing CCaaS and CRM solutions: what’s the missing link?”, In reality, the majority centre around the digital aspects of customer journeys whether that’s on a website, chat, social media or via an app and for most, the missing link is voice.

CRM 52

CRM Enterprise Journey mapping Analytics 52

Creative Virtual

APRIL 18, 2023

By Chris Ezekiel, Founder and CEO AI attention over the past couple of months has been quite astounding. Face-ID to open our mobile phones – AI. Social media – AI. Voice Assistants like Siri and Alexa – AI. Route mapping – AI. Almost overnight, the world became obsessively captivated by AI.

Government 52

Government Morale Transportation Technology 52

JustCall

APRIL 24, 2023

If your business has specific needs that CallHippo can’t cater to, you can continue reading this blog to know more about some of the best CallHippo competitors for 2023. JustCall Overview JustCall is a VoIP business phone system that has emerged as the Cloud Phone System of choice for today’s multi-tasking sales and support teams.

voip 52

voip CRM Enterprise Call Center 52

RichCall

SEPTEMBER 13, 2017

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. Contact Center and CX Research and Reports. Contact Center and CX Research and Reports.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

CSM Magazine

AUGUST 5, 2021

The trend towards flexible workforces has exaggerated the complexity of running a modern contact centre. This places immense pressure on managers by adding an extra layer of complexity to the already complicated business of running a contact centre. Make simplicity a top priority. Labour shortages are a primary concern.

Agent Empowerment 59

Agent Empowerment Gamification Metrics Morale 59

CSM Magazine

FEBRUARY 17, 2021

Magnus Geverts at Calabrio encourages organisations to re-think their cloud contact centre strategy. In the first of a new series of blogs, he shares three top tips for empowering employees using the latest cloud-based innovations in Workforce Engagement Management (WEM).

Gamification 52

Gamification Analytics Employee engagement Quality management 52

Babelforce

JULY 16, 2020

Contact centres are often faced with a myriad of issues when it comes to adapting and adopting practices and solutions that can transform the way they operate. Despite customers craving the ability to self-manage, it remains the mainstay of many contact centres where enquiries may ultimately require human interaction.

Education 52

Education Enterprise Finance CRM 52

CSM Magazine

MAY 25, 2022

In his latest blog, Magnus Geverts of Calabrio discusses how to spot the difference between true and fake cloud solutions and why it matters for workforce optimisation (WFO) applications. There are many WFO providers marketing themselves as “cloud,” but who are not actually true cloud solutions.

Service level 52

Service level outsourcing Enterprise Analytics 52

Fonolo

SEPTEMBER 18, 2018

Chris popularized the term “conversational commerce” in a widely-read blog post a few years ago, so some say he “coined” the phrase. A big part of the excitement in this realm is the rapid technical improvement in NLP/NLU, ASR and AI. Webinar: The Impact of AI in Customer Experience. The Impact of AI on Customer Facing Roles.

Contact Center 65

Contact Center Advertising Big data Call Center 65

Netomi

JANUARY 5, 2022

So much so, we built the best chatbot and AI tool to help automate the low touch, mundane tasks support teams are inundated with. He’s the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98