OctopusTech

JANUARY 24, 2024

As companies depend more and more on these virtual assistants to help with operations, it’s important to know what virtual assistants are, how they work, and how much they charge. Customization Requirements Businesses often require virtual assistants tailored to their specific needs and workflows.

Real estate 62

Real estate Healthcare Scripts Technology 62

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? How do you navigate the sea of data to extract actionable insights and make informed decisions that propel your contact center forward?

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Anexa BPO

NOVEMBER 10, 2023

ChatGPT can elevate the level of customer service you provide without the need for human intervention. However, you need to understand its functions and limitations to ensure it isn’t creating customer frustration instead. ChatGPT can improve customer service efficiencies and reduce the need for human interaction.

Customer Service 52

Customer Service outsourcing Chatbots Customer Support 52

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

JustCall

APRIL 3, 2023

Introduction Have you ever called your favorite brand’s customer care number to be met with drawling, robotic menus over the telephone that only offer more questions and no resolution? Thankfully, with conversational AI-based IVRs, you can turn this metric around for your customers. You are not alone.

Interactive Voice Response 52

Interactive Voice Response Self service First call resolution Engineering 52

Lumoa

JANUARY 24, 2024

If you have, you must know how exhausting it can be to get help with the simplest of requests. After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback!

Analytics 83

Analytics Feedback Metrics Surveys 83

Select VoiceCom Blog

JUNE 13, 2023

AI technologies are transforming business operations, from chatbots providing instant customer support to intelligent data analytics improving decision-making. In fact, 64% of business owners believe AI can enhance customer relationships. Artificial intelligence (AI) is revolutionising different industries worldwide.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Chatbots Best practices 52

AWS Machine Learning

JANUARY 9, 2024

In either case, rather than waiting for the full response, you can adopt the approach of response streaming for your inferences, which sends back chunks of information as soon as they are generated. Let’s understand how we can address the latency issues using real-time inference with response streaming.

APIs 107

APIs Engineering Accountability Gamification 107

AWS Machine Learning

AUGUST 21, 2023

Explainability of machine learning (ML) models used in the medical domain is becoming increasingly important because models need to be explained from a number of perspectives in order to gain adoption. In this post, we show how to improve model explainability in clinical settings using Amazon SageMaker Clarify.

Healthcare 77

Healthcare APIs Scripts Finance 77

Expivia

FEBRUARY 25, 2024

In this blog, we embark on a journey through practical QA scenarios, illuminating how Auto QA, enhanced with advanced prompting , is reshaping the assessment landscape. From gauging empathy to evaluating call control and refining simple call greetings, we delve deep into the nuances that define exceptional customer interactions.

Contact Center 52

Contact Center Technology Feedback Analytics 52

Upstream Works

JANUARY 20, 2023

These may seem like unrelated events, but they all have a role to play in defining the state of customer service in 2023 and will have implications for contact centers. There are two main lenses through which these factors must be filtered: customer experience (CX) and agent experience (AX).

Contact Center 78

Contact Center Upselling Customer retention Technology 78

Select VoiceCom Blog

NOVEMBER 29, 2023

It’s challenging enough to provide excellent products and services, maintain standing, and continue development. But now, they must also consider expanding and improving their services without going over budget and compromising quality. This choice can significantly impact the success of your endeavours. year-on-year.

outsourcing 98

outsourcing Business Process Outsourcing Government Telecommunications 98

Upstream Works

JANUARY 16, 2020

This is the last in a series of blog posts examining key contact center trends for 2020, and the first three lead up to this broader theme of innovation driven by Artificial Intelligence (AI). Rather, they start from a base of handling simple, routine tasks, and as machine learning capabilities grow, more elements of CX can become AI-driven.

Chatbots 78

Chatbots Journey mapping Self service Contact Center 78

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Does it spell doom for your business?

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

AWS Machine Learning

JANUARY 6, 2023

TR’s customers span across the financial, risk, legal, tax, accounting, and media markets. Thomson Reuters provides market-leading products in the Tax, Legal and News campaign, which users can sign up to using a subscription licensing model. Solution architecture.

Personalization 67

Personalization APIs Engineering Enterprise 67

Hodusoft

DECEMBER 6, 2023

Dynamic Scripting: Crafting Personalized Conversations with Call Center Software In the contemporary business world, focusing on customers’ requirements and delivering a personalized experience is essential. This is particularly critical for call centers, where customer satisfaction is paramount for the business’s success.

call center software 59

call center software Scripts Call Center Personalization 59

SmartAction

JUNE 9, 2023

Expectations from customers to be available 24/7 on a variety of channels from voice to social media have driven communication with businesses to evolve beyond traditional interactions. Conversational AI has emerged as the bridge, enabling human-like conversations to help drive and solve customer queries.

Virtual Agent 74

Virtual Agent Chatbots Self service Feedback 74

Anexa BPO

SEPTEMBER 5, 2021

What do they mean, how do they tie into a customer-centric world and exactly where can robust BPO (outsourcing) companies fit? This, in turn, generates insights which can translate into tangible business value. One of the ways that these specialized “big data” processes can be used is to improve customer experience.

outsourcing 52

outsourcing Customer centricity Finance Analytics 52

JivoChat

JUNE 29, 2023

In the competitive world of E-commerce, going the extra mile and leaving a lasting impression on customers is paramount. From the minute a customer lands on your website to the post-purchase follow-up, every interaction must be thoughtfully designed to create an emotional connection and foster loyalty. Who are they?

Analytics 88

Analytics Chatbots Feedback Surveys 88

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.

Customer Experience 83

Customer Experience Chatbots Virtual Agent Sales 83

Global Response

OCTOBER 17, 2023

In this article, we’ll compare the benefits and vulnerabilities of both onshore and offshore models, and show you how to ensure data security no matter where you’re outsourcing. Offshore models refer to call centers who are hosted abroad, typically in a country far from your place of business.

Call Center 62

Call Center outsourcing Technology Finance 62

Mindtouch

APRIL 23, 2019

Have you ever awakened in the middle of the night with a gasp, covered in a cold sweat, calling out “Hey Google, how do I fix that error code on my washing machine!?”. But the impulse to seek self-service can come at any time. They’ll search for knowledge base articles while they’re riding the elevator up to work.

Customer Experience 87

Customer Experience Self service Contact Center Management 87

NICE inContact

MARCH 26, 2019

Most contact centers share a goal of delivering excellent customer service. But how many truly achieve that objective? Disjointed policies, processes, technology and practices can all be obstacles en route to excellent customer service. Have customer focus as a shared value at all levels.

Customer Experience 60

Customer Experience Contact Center Customer centricity Employee engagement 60

aircall

MAY 12, 2021

In the early days of digitalization, companies that were pacesetters quickly learned that accelerating digital transformation gave them a competitive advantage. Digital transformation is more than adding a few digital tools into your current workflows. What can we glean from those stats?

Best practices 62

Best practices Entertainment Technology APIs 62

Avaya

JULY 31, 2019

New research from Vanson Bourne shows that 99% of organizations are using some form of AI in this area of their organization with the belief that it can transform overall business performance. But how are companies measuring the effectiveness of their AI rollout? Efficiency/productivity gains (60%). Financial results (50%).

Contact Center 58

Contact Center Finance CRM Surveys 58

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

Uniphore

NOVEMBER 16, 2021

The challenges of the pandemic thrust banks that were struggling to remain relevant and their customers who were still digital holdouts into the same situation: learn how to shift banking activity from in person to online practically overnight. Banking contact center interactions are expected to remain elevated through 2024.

Banking 52

Banking Average Handle Time Contact Center Wait times 52

Anexa BPO

JULY 22, 2021

On the other hand, AI is highly unpredictable, in that as associated technologies such as machine learning continue to learn, their behaviors and decisions can change. And at the end of the day, a superior employee experience generates a superior customer experience, which is a primary goal of every SMB owner.

outsourcing 40

outsourcing Customer Service Customer centricity Enterprise 40

Avaya

JULY 15, 2019

Agent efficiency and service personalization go hand-in-hand. After all, an organization can’t successfully connect with customers if it doesn’t assist those responsible for making the connections. It can be difficult to serve, let alone meaningfully engage, with customers when you don’t entirely know what they’re saying.

Contact Center 62

Contact Center Personalization Interactive Voice Response Analytics 62

Hodusoft

FEBRUARY 1, 2023

One of the areas where this evolution is most evident is in the way banks communicate with their customers. Banks that invest in these systems can expect to see improved customer service, increased efficiency and productivity, and enhanced security, all of which are critical for maintaining a competitive edge in the current market scenario.

Finance 52

Finance Banking voip Analytics 52

NobelBiz

MAY 2, 2023

Welcome to this insightful blog post, where we discuss building a successful outbound lead generation strategy for contact centers. If you want to learn more about the latest trends in the lead generation space, you can watch the entire webinar discussion on demand here.

Contact Center 52

Contact Center Average Handle Time Call Center CRM 52

Amity

NOVEMBER 28, 2018

Delivered as a service, Densify's patented optimization engine collects and analyzes data from cloud computing services and other IT environments, which is further combined with advisory services of cloud experts who report on cost, explore usage patterns, and project future trends. I am the GM, the coach and the player.

Coaching 106

Coaching SaaS Metrics Accountability 106

Talkdesk

JANUARY 16, 2018

What’s a bit more difficult to know is how to extract hidden nuggets of knowledge in speech and turn them into practical information for customer-facing agents. In short, they’ll close more deals, sell more products and keep more customers happy. The agent is a customer service hero. Everybody knows that.

Analytics 40

Analytics Call Center Customer centricity Construction 40

AWS Machine Learning

APRIL 2, 2024

This blog post is co-written with Hwalsuk Lee at Upstage. Today, we’re excited to announce that the Solar foundation model developed by Upstage is now available for customers using Amazon SageMaker JumpStart. You can now use the Solar Mini Chat and Solar Mini Chat – Quant pretrained models within SageMaker JumpStart.

Scripts 95

Scripts Engineering Education Technology 95

OctopusTech

JANUARY 20, 2024

Chatbots have become incredibly useful tools in modern times, revolutionizing the way businesses engage with their customers. We will explore the introduction, capabilities, and wide range of uses of chatbots in this blog, as well as the important topic that frequently comes to mind: their development costs. What are Chatbots?

Chatbots 62

Chatbots Healthcare Finance APIs 62

AWS Machine Learning

JULY 29, 2022

Customer satisfaction is a potent metric that directly influences the profitability of an organization. Providing your customers with a highly efficient post-sales and service experience. Continuously improving the quality of your service as business trends and dynamics change.

Contact Center 98

Contact Center Interactive Voice Response Self service Accountability 98

AWS Machine Learning

JANUARY 24, 2024

Generative AI solutions have the potential to transform businesses by boosting productivity and improving customer experiences, and using large language models (LLMs) with these solutions has become increasingly popular. Despite their wealth of general knowledge, state-of-the-art LLMs only have access to the information they were trained on.

Enterprise 127

Enterprise APIs Advertising Technology 127