Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. How AI-Enabled Super-Agents Improve CX. 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.) The more YOU KNOW. .

Self service 76

Self service Contact Center Benchmark Chatbots 76

3CLogic

FEBRUARY 28, 2024

Lately, artificial intelligence (AI) is at the core of any customer-centric digital transformation. Strategies not centering around AI and automation are quickly neglected by executive leaders. It requires both note-taking throughout the call and a consolidation of these notes once over.

Contact Center 59

Contact Center Average Handle Time APIs Customer centricity 59

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. If you missed the 2022 list, you can check it out here.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. He spent over 15 years working in cutting-edge social technology and developer platforms, including Google and Uber. Messina is an expert on this subject.

Airlines 415

Airlines Call Center Consulting Consulting 415

Playvox

FEBRUARY 16, 2024

Artificial intelligence (AI) has permeated many aspects of our work and personal lives. From driving assistance to data analysis to chatbots, generative AI (GenAI) is finding its usefulness in a host of ways across all industries. One of the most impactful uses is how AI is transforming customer experience (CX).

Quality management 75

Quality management Contact Center Management Best practices 75

Beyond Philosophy

JANUARY 12, 2022

Also, we discussed how Artificial Intelligence (AI) tackles these challenges and how GroupBy’s new product discovery platform powered by Google Cloud Retail AI is helping digital leaders and merchandisers improve sitewide success metrics and how retailers and wholesalers can democratize AI within frameworks quickly. .

CRM 348

CRM Technology Personalization Contact Center 348

Beyond Philosophy

AUGUST 17, 2023

They measure how long the agents spend on the phone, and they also know how long it takes to do a delivery and other details like that, but not how long it takes for a customer to do something in an experience. Unfortunately, other companies are taking a different and less customer-centric tack. It is a significant hole.

Customer centricity 195

Customer centricity Self service Consulting Consulting 195

Enghouse Interactive

OCTOBER 19, 2020

AI Makes It Possible (Blog Series). Constant Learning Improves AI Recommendations. Blog #3 of 4 With context, AI seeks to improve more quickly than ever. Analyzing all feedback via AI. The real data is buried in the commentary from each and every conversation that takes place.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

ShepHyken

JANUARY 22, 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 120

Customer Service Contact Center Self service Consulting 120

Beyond Philosophy

MAY 12, 2022

It’s the convergence between behavioral science, AI, and data. The voice of customers is another set of data that people can use to feed the AI and receive great insights about how they improve working with that customer, Fleischaker explains. Fleischaker has a great example of a firm doing this well on the contact center side.

Contact Center 195

Contact Center Analytics First call resolution Consulting 195

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

Fonolo

MARCH 21, 2024

Contact center managers know that virtual queuing technology is essential to keeping operations running smoothly. Without it, mayhem would quickly ensue when calls come rushing into your contact center without any way to prioritize them or create order. What is Virtual Queuing? How Does it Work?

Contact Center 75

Contact Center Abandon rate Multichannel Wait times 75

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

Comm100

FEBRUARY 6, 2023

Research shows that over 80% of companies compete primarily based on CX. A good CX is customer-centered. To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. What is Customer Experience in the Financial Industry? of their share of deposits.

Customer Experience 76

Customer Experience Brand ambassadors Self service Chatbots 76

Fonolo

SEPTEMBER 4, 2018

Andrew Yang, founder of “Venture for America” (and a long-shot candidate for president in 2020) said “Google recently demonstrated software that can do the job of an average call center worker … that’s going to result in hundreds of thousands of jobs lost”. Are the Robots Going to Take All the Jobs? Let’s take this apart.

Call Center 209

Call Center Self service Contact Center Chatbots 209

3CLogic

JANUARY 24, 2024

When a customer contacts your business, what’s their first impression? As organizations are ramping up their digital transformation strategies to meet the immediate and personalized experiences required by today’s customers, it’ s no surprise Conversational AI is emerging as the fastest-growing segment within the contact center space.

Contact Center 64

Contact Center Virtual Agent Self service CRM 64

Callminer

DECEMBER 17, 2019

Call centers , in particular, represent just one facet of a large and varied international outsourcing industry. However, the world’s call centers are arguably the most public examples of companies’ outsourcing efforts, facing customer directly in one-on-one interactions. Call Center Workforce Statistics.

Call Center 207

Call Center outsourcing Contact Center Finance 207

SmartAction

APRIL 11, 2024

An emotionless robotic voice asks them to repeat the same information over and over. Truly intelligent virtual voice assistants with a human-centric design that delights rather than displeases, with artificial intelligence (AI) that improves CSAT , decreases wait time, and lowers costs. and switching to your competitor.

Virtual Agent 67

Virtual Agent Interactive Voice Response Call flow Contact Center 67

Beyond Philosophy

JANUARY 28, 2019

However, in our global Customer Experience consultancy, we encourage moving away from segmenting based on how much they spend with you and instead grouping centered on other variables. Customer Experience is having some growing pains. There are a lot of reasons for it, which I have shared before.

Consulting 348

Consulting Consulting Benchmark Personalization 348

SmartAction

NOVEMBER 22, 2023

Artificial Intelligence (AI) provides an unprecedented opportunity to revolutionize the call center experience for the 59% of your customers who prefer telephone communication. Conversational AI technology over the phone goes beyond chatbots to leverage the power of voice and offer a more personal experience.

Contact Center 88

Contact Center Interactive Voice Response Virtual Agent Management 88

BlueOcean

OCTOBER 4, 2023

Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. But what mix of live agents versus AI is best for your business? Today, one in five people speak something other than English as their primary language—a number that’s tripled over the last several decades. And what about offshore?

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

TechSee

JUNE 10, 2021

Of course, in-person contact puts employees and customers at risk. This blog challenges that status quo. If your company is not yet taking advantage of self-service options, you are missing an opportunity. Self service can be a powerful solution, but many companies are taking it further by adding computer vision into the mix.

Self service 207

Self service Analytics Transportation Healthcare 207

Playvox

MARCH 21, 2024

Let’s face it — no one contacts your contact center to tell the person who answers the phone, text, or chat to tell your organization that they love your brand, service, or product. Most interactions that contact center agents have daily are to solve a problem or issue, adjust a payment, or ask a clarifying question.

Morale 90

Morale Contact Center Quality management Coaching 90

NobelBiz

JANUARY 30, 2024

Are you struggling with overcoming Call Blocking for your Call Center Business? It’s clear by now that maintaining uninterrupted channels for outbound calling is vital for any business that is aiming to grow, especially call centers. That being said, call center blockage is one of the critical issues in customer service.

Call Center 104

Call Center Interactive Voice Response Telecommunications Contact Center 104

NobelBiz

MARCH 26, 2024

CXA stands for Customer Experience Automation, a strategic approach that integrates automation tools and software within call centers to enhance the customer journey. Customer Experience Automation can encompass a range of technologies such as AI and Machine Learning, Chatbots and IVR Systems, Data Analytics and Insights.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

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

SmartAction

FEBRUARY 27, 2023

IVR is often used as a first point of contact for customers and is designed to handle routine inquiries and provide information quickly. Conversation AI and NLU is configured based on business requirements to handle a wider range of inquiries and provide more detailed answers. Let’s break down the difference between IVR and IVA.

Interactive Voice Response 74

Interactive Voice Response Contact Center Virtual Agent Self service 74

Upstream Works

DECEMBER 20, 2022

Over the course of 2022, artificial intelligence (AI) became mainstream for contact centers. As with cloud adoption, the promise of AI has become compelling enough that contact center leaders are no longer wondering if it has a place in their plans. In 2023, it will become table stakes.

Customer Experience 78

Customer Experience Virtual Agent Contact Center Scripts 78

NobelBiz

FEBRUARY 6, 2024

SMS (Short Message Service ) has become a pivotal channel in the contact center industry. Compliance and privacy are critical considerations when it comes to SMS communications in contact centers. Contact centers should ensure that customers explicitly opt-in to receive SMS messages.

Contact Center 98

Contact Center Automotive contact center solutions Cloud contact 98

Fonolo

MAY 10, 2023

Attending contact center conferences and live events is an excellent way to keep up with technology and best practices in this rapidly changing industry. Call Center and Customer Service Conferences If you’re wondering what contact center or customer service industry conferences to attend in 2023, we’ve got you covered!

Contact Center 87

Contact Center Healthcare Call Center Technology 87

BlueOcean

MARCH 13, 2023

Talk of ChatGPT is everywhere from your LinkedIn feed to the evening news to, yes, this blog. Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. So let’s get into it. Those first three are what we’d expect.

Contact Center 62

Contact Center Customer Experience Chatbots Customer Care 62

Hodusoft

JUNE 1, 2023

HoduSoft Now Provides an AI Chatbot Feature with Its Contact Center Software In today’s swiftly evolving digital landscape, businesses are continuously striving to improve customer experiences and streamline their operations. What is an AI Chatbot Feature?

Contact center software 52

Contact center software Chatbots Contact Center contact center solutions 52

SmartAction

NOVEMBER 8, 2023

An emotionless robotic voice asks them to repeat the same information over and over. Truly intelligent virtual voice assistants with a human-centric design that delights rather than displeases, with artificial intelligence (AI) that improves CSAT , decreases wait time, and lowers costs. and switching to your competitor.

Virtual Agent 86

Virtual Agent Interactive Voice Response Call flow Contact Center 86

Upstream Works

NOVEMBER 30, 2022

The pandemic has impacted every aspect of our lives, and the contact center is no exception. In a 2020 survey by Gartner , 41% of respondents noted that contact volumes had increased. In a 2020 survey by Gartner , 41% of respondents noted that contact volumes had increased. Intelligent Routing to Self-Service.

Customer Experience 78

Customer Experience Self service Contact Center Chatbots 78

Upstream Works

DECEMBER 14, 2022

Artificial Intelligence (AI) is going to be a defining trend for contact centers in 2023, and IT leaders must be prepared to think broadly about the possibilities. When it comes to AI and customer service, automation usually comes to mind. AI Use Case 1: CX Before an Agent Interaction.

Chatbots 78

Chatbots Contact Center Coaching Surveys 78

Upstream Works

JULY 6, 2022

With so much technology change, this is hard to do, but the stakes have never been higher for contact centers. Artificial Intelligence (AI) application integrations hold great promise, but remain poorly understood by contact center leaders and is overhyped by vendors. Reality Check: The Basics of AI.

Contact Center 78

Contact Center Average Handle Time Scripts Technology 78

Cisco - Contact Center

JUNE 18, 2020

Driving Business Growth for Customers with the Intelligent Contact Center. Over the past year, Cisco has been advancing our contact center portfolio to help our customers drive business growth and competitive differentiation. Identified by Aragon Research.

Contact Center 116

Contact Center Enterprise contact center solutions Cloud contact 116