Lumoa

NOVEMBER 30, 2022

Not only are online retailers enjoying massive revenue from their customers (expected to be over $6 trillion in 2022 ), but the platforms themselves are also becoming increasingly sophisticated. Now, technologies such as AI and machine learning are driving highly personalized customer experiences. Incorporate a digital sales agent.

Customer Experience 83

Customer Experience Chatbots Virtual Agent Sales 83

Comm100

DECEMBER 12, 2023

This blog will delve into the top four customer service trends that are expected to take center stage in 2024. This blog is written for you, the experienced customer service professionals, who are the driving force behind these changes that will improve CX and internal efficiencies.

Customer Service 78

Customer Service Chatbots APIs Government 78

SmartAction

DECEMBER 12, 2023

This isn’t merely a change in our logo or colors; it’s a reflection of our growth, our learning, and our renewed commitment to delivering outstanding AI-powered customer service solutions. ” Our solutions have always been at the forefront of AI technology. Over the past few years, we’ve listened.

industry standards 76

industry standards Customer Service Automotive Virtual Agent 76

Fonolo

MAY 23, 2023

Contact center managers know this implicitly. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? This blog will explore the concept of hyper-personalization to understand its benefits, discuss strategies and consider examples.

Contact Center 106

Contact Center Personalization Analytics Chatbots 106

SmartAction

APRIL 4, 2023

Conversational AI represents the future of voice assistants. By examining the latest developments in artificial intelligence (AI), the Times correspondents show how virtual voice assistants such as Siri and Alexa squandered their early advantage and left room for the rise of chatbots that use Conversational AI technology.

Virtual Agent 85

Virtual Agent Chatbots Self service Banking 85

Real Blue Sky

MARCH 6, 2023

There are many reasons to consider whether to outsource your contact center. The result is the customer service call center was seen largely as a cost center; it was part of the cost of delivering goods or services. Thankfully, this perspective on the contact center has shifted significantly.

outsourcing 98

outsourcing Contact Center Real estate Business Process Outsourcing 98

Talkdesk

MAY 11, 2020

This is a guest blog from Lindsey Plocek, Head of Marketing at Observe.AI. With a deep technology background and intimate understanding of the contact center space, our team at Observe.AI built a Voice AI platform that supports teams to be faster, more accurate and more human in every interaction. .

Coaching 88

Coaching Contact Center Morale Analytics 88

Enghouse Interactive

APRIL 13, 2021

Organizations traditionally invested in their contact center infrastructure, as a standalone premise-based solution, with a view to the long term… that usually meant that they would sweat those assets over a 10-15 year lifecycle. The most successful retailer in the western world is Amazon. Toss that thinking out the window.

Contact Center 91

Contact Center Morale Technology Self service 91

Global Response

AUGUST 7, 2023

Your call center. In this article, we’re breaking down the recent data and future trends to demonstrate why your call center is an essential element in customer retention—and how to use it effectively. The front line of your customer service is, of course, your call center. Don’t believe us?

Customer retention 62

Customer retention Call Center Upselling Personalization 62

TechSee

JUNE 25, 2019

Artificial intelligence (AI) – the science that deals with the creation of human-like learning and reasoning capabilities – has been catapulted into the spotlight in recent years. It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers.

Technology 122

Technology Customer Service Gamification Contact Center 122

Callminer

AUGUST 6, 2019

There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. That’s not to mention the number of software tools that integrate with the various call center software solutions. With many potential combinations, picking the right call center tool software is no easy feat.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Fonolo

FEBRUARY 23, 2021

This blog is for contact center industry newbies. It’s a quick rundown of call centers and how contact center technology has developed over the last 70 years. What does call center technology mean? Top Contact Center Trends 2021. A Short History of Call Center Technology.

Call Center 96

Call Center Technology Interactive Voice Response Contact Center 96

Aspect

AUGUST 30, 2019

Sure, Chatbots, AI and other fancy up-and-coming technologies, have a place in our future and even in our present, but sometimes we’re so quick to jump to the newest thing, we lose focus on the tried-and-true technologies that have been the workhorses of our contact center operations for years. Technologies like voice.

Self service 81

Self service Chatbots Contact Center Technology 81

Call Experts

NOVEMBER 20, 2019

According to the National Retail Federation , more than 174 million Americans shopped between Cyber Monday and Black Friday in 2018. With this steady growth and increase in demand, contact centers are a vital partner to support the holiday rush. . . Centers incentivize employees to work over the holiday and be prepared.

Contact Center 60

Contact Center Management Journey mapping Interactive Voice Response 60

eGain

FEBRUARY 27, 2018

Sorry, no such thing for AI in the Contact Center this time around. eGain has many killer use-cases and real-world success stories for Contact Center AI from its blue-chip clients. 23% improvement in FCR (First-Contact Resolution). 23% improvement in FCR (First-Contact Resolution).

Contact Center 63

Contact Center Average Handle Time Banking Technology 63

Outsource Consultants

MAY 17, 2018

3 Ways Artificial Intelligence (AI) Can Improve Retail Customer Experiences. The individuals answering inbound calls for retail companies have high level of responsibility. These call center agents need to project the brand image and company culture, provide a high quality customer experience, and increase revenue through sales.

Customer Experience 52

Customer Experience outsourcing Multichannel Call Center 52

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. Balance of Forces.

Customer Service 89

Customer Service Banking Contact Center Call Center 89

VocalCom

AUGUST 5, 2019

Whether using chatbots or speech-based assistants, these brands integrate AI into their omnichannel experience—often in their messaging applications—to drive stronger sales and customer service. And if customers enjoy the perks of this technology, it is because the contact centers that are using it are driven to be more efficient.

Contact Center 48

Contact Center Contact center software Chatbots Self service 48

Fonolo

FEBRUARY 19, 2019

It’s hard to believe, but the WordPress dashboard doesn’t lie: This is our 1000 th blog post! From the very beginning, we knew we didn’t want the blog to just be a tool for self-promotion. Too many company blogs are filled with recycled press releases and thinly-veiled cheer-leading. Call Center Metrics.

Call Center 62

Call Center Contact Center Agent burnout Gamification 62

Call Experts

NOVEMBER 20, 2019

According to the National Retail Federation, more than 174 million Americans shopped between Cyber Monday and Black Friday in 2018. With this steady growth and increase in demand, contact centers are a vital partner to support the holiday rush. . . Centers incentivize employees to work over the holiday and be prepared.

Call Center 49

Call Center Management Contact Center Journey mapping 49

Skybridge

JUNE 7, 2022

” It was an article about the tumultuous shifts that contact centers – and the brands that depend on them – are still undergoing today, two-plus years after the pandemic began. Today, it’s simply not enough to fare a little better than most contact centers at agent retention. contact-form-7].

Contact Center 59

Contact Center Government Healthcare Customer Care 59

Real Blue Sky

MARCH 6, 2023

There are many reasons to consider whether to outsource your contact center. The result is the customer service call center was seen largely as a cost center; it was part of the cost of delivering goods or services. Thankfully, this perspective on the contact center has shifted significantly.

outsourcing 52

outsourcing Contact Center Real estate Business Process Outsourcing 52

Real Blue Sky

MARCH 6, 2023

There are many reasons to consider whether to outsource your contact center. The result is the customer service call center was seen largely as a cost center; it was part of the cost of delivering goods or services. Thankfully, this perspective on the contact center has shifted significantly.

outsourcing 52

outsourcing Contact Center Real estate Business Process Outsourcing 52

NobelBiz

MARCH 12, 2024

Automation tools and AI-driven technologies further enhance efficiency by automating repetitive tasks and providing intelligent insights. Challenge : Facing suboptimal contact rates and inadequate reporting and analytics, Leading Edge Connections encountered financial strains impacting both their operations and client relationships.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

eGain

FEBRUARY 27, 2018

Sorry, no such thing for AI in the Contact Center this time around. eGain has many killer use-cases and real-world success stories for Contact Center AI from its blue-chip clients. 23% improvement in FCR (First-Contact Resolution). 23% improvement in FCR (First-Contact Resolution).

Contact Center 45

Contact Center Average Handle Time Banking Technology 45

Interactions

FEBRUARY 4, 2021

We talk a lot about business continuity planning (BCP) and crisis management on our blog. How can contact centers handle volume spikes? During the most intense lockdown across the world, brands adapted to digitally offer as many services, products, and communication methods as possible with no human contact.

Self service 62

Self service Best practices Personalization Technology 62

bold360 Blog

MARCH 20, 2020

Digital channels are growing in number and importance: they include retail websites, mobile apps, email, chatbots, live chats, social media, and more. Numbers tell the tale: 81% of customers try to self-serve before calling a contact center, while 35% of consumers want to see more companies using chatbots.

Self service 72

Self service Chatbots Multichannel Contact Center 72

SmartAction

MARCH 1, 2022

Intelligent virtual agents are software that includes artificial intelligence (AI) and machine learning (ML) with natural language processing (NLP). They handle interactions for call centers, doctor’s offices, automotive dealerships, hotels, retail, service providers, and more. SmartAction is an example of a horizontal MSaaS.

Management 72

Management SaaS Virtual Agent Automotive 72

Uniphore

JANUARY 25, 2022

A blog post from Umesh Sachdev, CEO & Co-founder, Uniphore. However, in artificial intelligence (AI), the feeling is anything but cautious. While the rest of the world was scrambling to course-correct in the wake of the global pandemic, AI was undergoing nothing short of a revolution. Emotion is the Next AI Frontier.

Healthcare 52

Healthcare Banking Enterprise Automotive 52

ShepHyken

JANUARY 23, 2023

AI improves field service quality and customer experience by Vala Afshar (ZDNET) Research shows that 80% of high performing field service organizations use artificial intelligence. My Comment: This excellent article focuses on strategies and tactics to consider for your call center. It’s a win-win.

Customer Service 34

Customer Service Contact Center Self service Consulting 34

Taylor Reach Group

JANUARY 21, 2019

has been an industry leader in call and contact center consulting for more than 15 years, the main area of focus has been on establishing great customer care in the business sector, especially in retail and service industries. Rosetta is an acknowledged thought leader, expert and practitioner on public sector contact centers.

Journey mapping 70

Journey mapping Government Contact Center Consulting 70

SmartAction

SEPTEMBER 4, 2018

TechStyle Fashion Group is one of the most innovative brands in the fashion and retail industry. Their disruptive business model has helped them stand out against other high-level brands, and they’ve utilized technology as tools to give them a competitive advantage in the retail space. TechStyle’s AI Virtual Assistant Solution.

Call Center 40

Call Center Virtual Agent Average Handle Time Upselling 40

Call Experts

AUGUST 2, 2019

At Call Experts, our approach to call center solutions is simple: Accountability. In an on-going project with an Atlanta retail company, we support caller's questions about their services. More Blogs Menu. Use AI to enhance the customer experience journey. Use AI to enhance the customer experience journey.

outsourcing 68

outsourcing Call Center Answering services Contact Center 68

eGain

FEBRUARY 27, 2018

Sorry, no such thing for AI in the Contact Center this time around. eGain has many killer use-cases and real-world success stories for Contact Center AI from its blue-chip clients. 23% improvement in FCR (First-Contact Resolution). 23% improvement in FCR (First-Contact Resolution).

Contact Center 40

Contact Center Average Handle Time Banking Technology 40

SmartAction

FEBRUARY 16, 2021

The caveat though, is that delivering a stellar customer experience – especially in retail, hospitality, and healthcare sectors – can be prohibitively expensive to scale. Emotional AI (also called emotion AI or affective computing) is the technology that aims to measure, understand, and react to human emotions.

Virtual Agent 80

Virtual Agent Agent burnout Wait times Chatbots 80

VocalCom

DECEMBER 24, 2018

While many customers may search for information on the go, they may want to speak to an agent or visit a retail location. In addition, giving customers great in-store experiences at retail locations is essential, as many people like to test products before purchase. Customers still want the human touch.

Contact center software 48

Contact center software Chatbots Contact Center Personalization 48

bold360 Blog

JANUARY 29, 2020

The last two weeks were big in the world of consumer electronics and retail with two important events landing within days of each other. So with an eye on the future, the CXNext crew sat down with Jon Stine, Lead at the Open Voice Network, to discuss key insights from the conferences and also what to expect with voice AI, his specialty.

Employee engagement 52

Employee engagement Technology Chatbots Personalization 52