Expivia

FEBRUARY 25, 2024

Unraveling the Potential of Auto QA: Redefining Contact Center Evaluation Are you ready to uncover the transformative power of Auto QA? In the bustling world of contact centers, where every interaction holds significance, traditional quality assurance methods often miss the mark.

Contact Center 52

Contact Center Technology Feedback Analytics 52

TeleDirect

OCTOBER 25, 2023

Anyone who has been in customer service understands that the human connection is impossible to replace. At TeleDirect, we consider our agents the backbone of our company. That’s how we’ve gone from an eight-chair answering service to a national business process outsourcer. Thank you, AI.

Call Center 62

Call Center Technology Customer Support Complaint resolution 62

Hodusoft

MARCH 13, 2024

Optimizing Customer Support in the Financial Sector: How BPO Contact Centers Can Add Value In the present age, financial institutions are grappling with a wide range of challenges. Poor customer support not only affects satisfaction but can also harm the reputation of financial organizations.

Contact Center 52

Contact Center Customer Support Contact center software outsourcing 52

AWS Machine Learning

AUGUST 30, 2023

QnABot allows you to quickly deploy self-service conversational AI into your contact center, websites, and social media channels, reducing costs, shortening hold times, and improving customer experience and brand sentiment. We also discuss some relevant use cases. We also discuss some relevant use cases.

Self service 101

Self service APIs Transportation Contact Center 101

Cisco - Contact Center

JANUARY 27, 2020

Delivering superior customer experiences is more important now than it has ever been for companies of all sizes. In a study by Bain & Company, a 10x disparity was found between how brands perceive their customer service and how customers perceive that same service. Announcement Highlights.

Contact Center 80

Contact Center contact center solutions Enterprise Cloud contact 80

NobelBiz

JANUARY 23, 2024

As a call center owner, manager, or supervisor, are you grappling with the challenges of elevating customer satisfaction, retention and boosting lead generation? The answer to these pressing concerns may lie in the transformative power of Customer Support as a Service (CSaaS).

Customer Support 52

Customer Support Contact Center contact center solutions outsourcing 52

Cisco - Contact Center

MAY 14, 2019

AI is shaping the future of customer experiences and the contact center. Artificial Intelligence (AI) is creating a lot of excitement and there are good reasons for this. With all the news around AI, it’s easy to get lost in the hype versus reality. Five myths: AI is new. AI = chatbots.

Contact Center 107

Contact Center Self service contact center solutions Chatbots 107

NobelBiz

MARCH 12, 2024

Customer demands are ever-changing and more often than not, they become more and more difficult to keep up with for a lot of businesses. Customers today expect seamless and personalized interactions across all touch points. Disjointed experiences not only frustrate customers but also hinder businesses from nurturing loyalty and trust.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

NobelBiz

JANUARY 16, 2024

Are you struggling to boost customer satisfaction, enhance agent efficiency, or increase lead generation in your contact center? So, as a call center owner, manager or supervisors how do you tackle these difficult challenges and improving the overall performance within your contact center?

Call Center 52

Call Center Interactive Voice Response Contact Center Inbound sales 52

Etech

JANUARY 21, 2020

Artificial intelligence is rapidly revolutionizing the world of business. Almost every process is now automated in one company or another. When it comes to contact centers, managers may even use AI for quality monitoring to provide call center quality assurance. 2. Automate Some of the Process.

Contact Center 62

Contact Center Chatbots Wait times Call Center 62

Etech

JANUARY 21, 2020

Artificial intelligence is rapidly revolutionizing the world of business. Almost every process is now automated in one company or another. When it comes to contact centers, managers may even use AI for quality monitoring to provide call center quality assurance. 2. Automate Some of the Process.

Contact Center 62

Contact Center Chatbots Wait times Call Center 62

NobelBiz

JUNE 19, 2023

The modern world is centered on the concept of immediacy and the ability to obtain information instantly. As businesses, we need to harness this culture of immediate responses to elevate customer service levels. Real-time monitoring offers an unparalleled advantage in achieving this goal. What is Real-Time Monitoring?

Call Center 52

Call Center Coaching Contact Center Metrics 52

teleopti

OCTOBER 18, 2019

Advances in analytics and AI are pushing the barriers for Workforce Management (WFM) and Magnus Geverts at Teleopti, a Calabrio Company says it’s time to act now to take advantage of new initiatives, starting with a data-infused WFM strategy for better human interactions and superior customer experiences.

Customer Experience 66

Customer Experience Average Handle Time Analytics Contact Center 66

Anexa BPO

JULY 22, 2021

And nothing has taken center stage like automation technology – specifically robotic process automation (RPA) and artificial intelligence (AI). Unlike AI, RPA is a sharply defined technology, based on specific rules that guide its decisions to be predictable and understandable. What’s the difference?

outsourcing 40

outsourcing Customer Service Customer centricity Enterprise 40

Customer Service Life

FEBRUARY 4, 2019

The text of this article originally appeared on the ICMI blog on December 5, 2018. If you’ve sat through any customer service technology demos or walked the showroom floor at an industry conference, you’ve undoubtedly heard well-meaning sales folks speak of innovation, disruption, and automation.

Contact Center 67

Contact Center Chatbots Analytics CRM 67

Stratifyd

SEPTEMBER 4, 2019

AI has shaken up every industry from transportation to retail, redefining the lengths companies must go in order to maintain competitive. The financial industry is projected to benefit the most from AI over the next few years through incorporating solutions like customer service automation tools and fraud detection technology.

Banking 40

Banking Chatbots Transportation Healthcare 40

VocalCom

AUGUST 27, 2018

For a brand to achieve success, it must close the gap between customer expectations and experiences. All too often, brands speak of being customer-centric in their approach but fail to implement practices that actually satisfy their customers’ needs. Failure to understand customer expectations.

Customer Service 48

Customer Service Abandon rate Contact center software Average Handle Time 48

Avaya

JANUARY 16, 2018

40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93% say they’ll be focusing on improving customer experience in 2018. AI technologies like Siri, Google, Alexa and Bixby are all taking shape with different customer experience strategies.

Journey mapping 72

Journey mapping Contact Center Enterprise Personalization 72

Talkdesk

JANUARY 10, 2017

Blogs and thought leaders are buzzing about the next big development in support. Twitter unveiled new Welcome Messages and Quick Replies that can interact with customers automatically and direct their inquiries automatically. Computer programs are the new customer support agents, the news is everywhere.

Chatbots 40

Chatbots Customer Support Contact Center Personalization 40

Verint

DECEMBER 20, 2017

Paul Stockford, Chief Analyst, Saddletree Research, mentioned in a recent blog post that “the contact center industry will be all about automation” in 2018. Does your organization have a strategy and plans in place for automation innovation? This seems like common sense, but is a common oversight.

Contact Center 25

Contact Center Enterprise Management Technology 25

SmartKarrot

APRIL 20, 2023

To do so, companies need to leverage every advantage they can get their hands on. But in reality, it is about using advanced AI to analyze vast amounts of data from your inbound and outbound calls. There are a number of different ways that Call Intelligence can be used to improve business operations.

Analytics 10

Analytics Call Center Calibration Upselling 10

SmartKarrot

MAY 11, 2023

“85% of employers say they directly benefit from AI in the workplace” – MIT Sloan Management Review The difference between conversation and conversational intelligence and how they can improve the customer experience.

Real estate 10

Real estate Chatbots APIs Analytics 10

Balto

NOVEMBER 2, 2023

Modern enterprise contact center solutions utilize Artificial Intelligence (AI) and Machine Learning (ML) to identify customer pain points, the causes of low scores, and why your customers aren’t satisfied with their experience with your company.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Balto

JANUARY 22, 2024

The advancements in Generative Artificial Intelligence (Generative AI) have dominated the headlines and social media discussions throughout 2023, and for good reason. We’ve seen generative AI being applied in different industries with great results, specifically in the contact center domain. What Is Generative AI?

Contact Center 52

Contact Center Coaching Average Handle Time Scripts 52

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. Revolutionize Your Customer Support Center Productivity: 10 Proven Strategies 1.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Etech

DECEMBER 26, 2019

Everyone knows the story behind the demise of at least one brand or company that eventually failed to thrive due to an inability or refusal to innovate and change with the times. Read on for five predictions on what’s ahead and how AI and HI will need to work hand in hand to reach their maximum potential.

Analytics 62

Analytics Coaching Call Center Technology 62

Etech

DECEMBER 26, 2019

Everyone knows the story behind the demise of at least one brand or company that eventually failed to thrive due to an inability or refusal to innovate and change with the times. Read on for five predictions on what’s ahead and how AI and HI will need to work hand in hand to reach their maximum potential.

Analytics 62

Analytics Coaching Call Center Technology 62

VHT

SEPTEMBER 10, 2018

It’s not that long ago when managing a contact center was focused primarily on a single voice channel. Today, customers expect to be able to engage on the channel of their choice, whether it’s social media, app, email, text or webchat. Customer journeys have become very complex with a rapidly escalating amount of data to manage.

Customer Experience 48

Customer Experience Chatbots Self service First call resolution 48

aircall

APRIL 22, 2022

The right small business phone system makes life at work better and easier for everyone in the company. However, a truly unified communications system today requires switching over to VoIP phone systems and cloud-based phone systems, which can offer a feature-rich and intuitive upgrade to older analog, PBX, or IP systems. .

voip 62

voip Interactive Voice Response Call Center Sales 62

Netomi

FEBRUARY 28, 2022

Women of Influence: 25 Innovative Customer Experience Leaders. As the COVID-19 pandemic disrupted many industries worldwide, customer experience proved to be more important than ever. Save your spot for an upcoming webinar this International Women’s Day, on Tuesday, March 8! Register Now. Alexandra da Silva Rodrigues.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

Stratifyd

MARCH 13, 2019

AI is revolutionizing the way companies conduct business, and those in the financial services community have the most to gain. Here are three ways integrating AI into your day-to-day workflows can dramatically improve CX, products and services, and customer acquisition and retention, translating to increased revenue.

Enterprise 56

Enterprise Feedback Contact Center Marketing 56