Noble Systems

MAY 17, 2021

In the second Q&A of this blog series, we answered questions about Customer Engagement and the CX. Many companies are beginning to more fully embrace the power of artificial intelligence and automation as a part of their technology mix. So how are AI and automation being used in the call center? How is it being used?

Call Center 52

Call Center Contact Center Interactive Voice Response Chatbots 52

Uniphore

JUNE 21, 2021

Robotic Process Automation (RPA) technology is dramatically improving contact center efficiency and agent productivity. Automating the right processes can pay huge dividends — from error reduction to shorter call times — creating a measurably better customer experience (CX) and employee experience (EX). A faster ROI.

Best practices 59

Best practices Contact Center Call Center Technology 59

SmartAction

OCTOBER 7, 2021

Sure, what’s generally regarded as “easy” should be tackled internally, but in the case of conversational AI automation, it is anything but simple. Conversational AI automation is challenging to create, and when it is done wrong, it can cause a lot of customer frustration that does irreparable damage to a brand. QUICKER TURNAROUND.

Contact Center 70

Contact Center Virtual Agent Construction Technology 70

ShepHyken

APRIL 14, 2017

This week on our Friends on Friday guest blog post my colleague, Jaime Scott, writes about how engagement is crucial to delivering an excellent customer service experience. Many have turned to digital channels in an attempt to find a solution, but have discovered to their cost that automation alone doesn’t hold the answers.

Contact Center 206

Contact Center Employee engagement Technology Metrics 206

ShepHyken

DECEMBER 28, 2018

This is totally unacceptable for this group and is driving automation more aggressively than the Industrial Age! What this means if you’re in customer support: Don’t waste time setting up call centers when you can focus on self-service and electronic messaging channels like social and straight SMS. Let’s go!

Customer Service 243

Customer Service Self service Customer Support Scripts 243

CCNG

NOVEMBER 29, 2023

There are five key performance indicators you should track to make sure your contact center operations are aligned with customer expectations. There are myriad metrics and indicators that an organization can monitor to measure contact center performance. Therefore, view AHT alongside first contact resolution.

Metrics 195

Metrics Contact Center Average Handle Time Surveys 195

Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. We’ve entered an era where simply keeping abreast with the latest contact center tech advances is not enough. Technology Fuels Contact Center Transformation.

Contact Center 122

Contact Center Self service Analytics Banking 122

Enghouse Interactive

SEPTEMBER 1, 2020

It’s Not an Option – It’s Expected (Blog Series). Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. Automated tools such as Virtual Assistants (i.e.

Self service 79

Self service Contact Center Chatbots First call resolution 79

Call Experts

DECEMBER 29, 2021

At Call Experts, we are dedicated to providing supportive content every week through our contact center blogs. Because contact center blogs can be an essential tool for understanding services from a company and what it might be like as their customer. . What is a call-out line? What is an HR call-out line?

Contact Center 52

Contact Center Morale Government Healthcare 52

ShepHyken

OCTOBER 27, 2017

People’s minds wander towards automated voice messaging systems, long hold times, or in today’s day and age, chatting in an online forum with a virtual assistant who, if we’re being honest, really doesn’t understand what you want, how you want it, or when you need it. From contact centers to email marketing campaigns, we’ve seen it all.

Customer Service 208

Customer Service Customer centricity Enterprise Personalization 208

NobelBiz

MARCH 24, 2022

The technology of call queuing is central piece to inbound contact centers. For example, an automated call distributor (ACD) is used in call centers to route incoming calls to certain specialized agents in your contact center. What are the technologies your call center needs for call queueing?

Interactive Voice Response 52

Interactive Voice Response call center software Contact Center Call Center 52

ShepHyken

AUGUST 31, 2018

You will eventually be able to resolve most mundane and simplest issues yourself thanks to: automated processes and responses, better knowledge and self-help recommendations, extra data from devices with sensors in your home (Internet of Things). Read Shep’s latest Forbes Articles: Cutting-Edge CX Lessons From A Surgery Center.

Self service 184

Self service Chatbots Personalization Interactive Voice Response 184

Waterfield Technologies

MAY 14, 2020

The post How Automation is Preparing Contact Centers for What’s Ahead appeared first on Waterfield Technologies. Consumer and business behaviors have shifted dramatically and will continue to change day-to-day. The good news, and yes- there is good news, is that change creates opportunity. Businesses who invest […].

Contact Center 52

Contact Center Technology Self service 52

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. That self-service will be their first point of contact and they are willing to deal with digital assistants (chatbots, knowledge bases, voice authentication, etc.) Adopt automation to make operations more efficient and agents more productive.

Self service 76

Self service Contact Center Benchmark Chatbots 76

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . Blog #3 of 4: Customer-facing agents. Back office support. Subject matter experts. Accessible NOW! Personalization (25.8%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

ShepHyken

JUNE 30, 2017

The pace at which mankind is moving towards digitalized economy is a clear evidence of the fact that the world will sooner become automated where the human intervention and manual interference will have no space. Shaista Haque is a marketing enthusiast at Ameyo call center software solutions.

Government 220

Government Technology Benchmark call center software 220

Enghouse Interactive

JANUARY 27, 2021

Trends and Realities of Successful Organizations (Blog Series). In our first blog in this series, we explored how successful companies focus on implementing and optimizing the use of new technologies that help improve the customer experience. Blog #2 of 4: It’s NOT just another channel. Video is the new Face-to-Face.

Contact Center 92

Contact Center Technology Customer centricity Analytics 92

Comm100

MAY 25, 2022

Ultimately, customer service and contact centers have not been immune to these changes. In this article, we’ll look at some of the new challenges that have emerged to impact contact centers. For contact centers, this means that outsourcing, IVRs, and seasonal hiring practices will have to change.

Customer Service 52

Customer Service Contact Center Interactive Voice Response outsourcing 52

NICE inContact

JANUARY 16, 2019

The same goes for automated outbound texts that cannot handle anything more than yes/no answers. Automation makes it easier to handle the high volume of outbound notifications that need to be placed, and AI allows the calls to be more complex from a conversation perspective.

Contact Center 48

Contact Center Virtual Agent Interactive Voice Response Call Center 48

NobelBiz

MARCH 26, 2024

While there’s no one-size-fits-all solution to address all operational and customer-related challenges for businesses, Customer Experience Automation (CXA) has emerged as a compelling strategy for a lot of businesses these days. Table of Contents What Is Customer Experience Automation (CXA)?

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

NICE inContact

DECEMBER 10, 2018

The biggest challenge facing every contact center is agent churn. As a contact center leader, you work extremely hard to mitigate these challenges, but because you are pulled in many different directions, it is tough to keep your best agents.

Virtual Agent 48

Virtual Agent Contact Center Accountability Technology 48

Enghouse Interactive

AUGUST 26, 2020

It’s Not an Option – It’s Expected (Blog Series). Blog #1 Into the Vortex “Cross Channel is the New Omni-Channel”. Older customers generally skew to using voice-based services, while younger customers readily use automation. Watch for our next blog in this series, coming September 3rd: What Do Customers Want?

Self service 58

Self service Contact Center CRM Customer Support 58

Contact Center Pipeline

OCTOBER 29, 2021

Throughout October, our blog readers have been looking to the future! Our top 5 posts this month focus on learning from the past and using these lessons to put our best contact center foot forward.

Contact Center 162

Contact Center Analytics Call Center Technology 162

Comm100

FEBRUARY 6, 2023

A good CX is customer-centered. Humanizing the digital experience As businesses focus on digitization and customer interaction becomes more automated, customer experiences lose a personal touch. Help Center : This will serve as a database or library that contains materials, content, tutorials, FAQs, etc.,

Customer Experience 76

Customer Experience Brand ambassadors Self service Chatbots 76

Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. We’ve entered an era where simply keeping abreast with the latest contact center tech advances is not enough. Technology Fuels Contact Center Transformation.

Contact Center 52

Contact Center Self service Analytics Banking 52

SmartAction

JUNE 27, 2023

Embrace automation for contact center success in 2023! Are you ready to take your contact center to the next level? So, why are some contact centers still hesitant to implement AI? Worried that automation will make your customer interactions feel impersonal? Preserving the Human Touch?

Contact Center 80

Contact Center Virtual Agent Agent burnout Self service 80

3CLogic

FEBRUARY 28, 2024

Strategies not centering around AI and automation are quickly neglected by executive leaders. While there’s an extensive list of benefits as it pertains to GenAI, this blog will cover only one of the simpler and yet impactful use cases for GenAI — auto-call summarizations.

Contact Center 59

Contact Center Average Handle Time APIs Customer centricity 59

Expivia

FEBRUARY 26, 2024

Preparing Your Contact Center for the Future: A Strategic Technology Roadmap Introduction In the rapidly evolving contact center industry, staying ahead means not just selecting the right technologies but also preparing your organization for their integration and use.

Contact Center 52

Contact Center Technology Chatbots Call Logging 52

MiaRec

OCTOBER 7, 2023

and many other questions are standard call scoring questions that contact center supervisors try to answer every day. With advances in generative AI and Voice Analytics , automated call scoring is quickly becoming the preferred method for many contact center managers.

Contact Center 77

Contact Center Best practices Analytics Management 77

3CLogic

APRIL 10, 2024

A digital-first approach lies at the core of every contact center’s transformation strategy, yet solely relying on digital channels risks damaging your customer service. This is most likely due to a siloed data structure, where engagement data, contact history, and customer records are stored across separate systems.

Management 64

Management Call Logging CRM Call flow 64

Vistio

JANUARY 16, 2024

As companies strive to maintain their competitive edge and foster customer loyalty, modern contact center technology solutions, like next-best-action guidance and automation, can be invaluable in optimizing processes and empowering agents to deliver outstanding experiences consistently.

Contact Center 52

Contact Center Customer Experience Average Handle Time Analytics 52

Call Experts

APRIL 8, 2024

Streamline Operations and Never Miss Another Call with a Contact Center for Utilities. As a result, for those looking to ensure seamless operations and superior customer service, many companies are deciding to use a call center for utilities as it has proven itself to be quite a powerful tool.

Contact Center 52

Contact Center Customer Service Self service Call Center 52

SmartAction

SEPTEMBER 16, 2022

Artificial Intelligence is what makes automating voice conversations possible. Asking Alexa to play your favorite podcast and have her quickly play it for you is made possible by the same type of technology that allows contact centers across the world to automate voice conversations. Check out this blog post to find out.

Interactive Voice Response 89

Interactive Voice Response Virtual Agent Contact Center Engineering 89

Upstream Works

JANUARY 31, 2023

As 2023 unfolds, a key theme for contact center leaders to watch is reinforcing the connection between customer experience (CX) and agent experience (AX). CX must always remain the primary focus for the contact center –this recent blog post identified two 2023 trends that will have a major impact on CX.

Contact Center 78

Contact Center Journey mapping Analytics Customer centricity 78

SharpenCX

NOVEMBER 23, 2021

Discover how you can continue to deliver the best customer experience and how you can better lead your call center. U nlock the potential of your call center and invest in your customer experience. Learn how to understand and invest in your agents, so you can use data for a more efficient contact center.

Customer Service 128

Customer Service Morale Contact Center Call Center 128

Hodusoft

MARCH 6, 2024

In this blog, we will delve into the details of how BPOs are helping e-commerce businesses improve operational efficiency and customer support services using contact center software. Assistance can be provided via a call center/contact center, live chat, email support, social media, or a self-service option.

Customer Support 52

Customer Support Contact center software Business Process Outsourcing Interactive Voice Response 52

MiaRec

NOVEMBER 14, 2023

Contact centers are at the forefront of customer interactions, making data analysis an essential part of improving customer service, agent performance, and overall efficiency. Two primary approaches to data analytics in contact centers are real-time analytics and post-call analytics.

Analytics 52

Analytics Contact Center Quality management Management 52