Enghouse Interactive

OCTOBER 13, 2020

AI Makes It Possible (Blog Series). Understanding Why Transforms the Customer Experience. Blog #2 of 4: Seeking th e Root Cause and Affecting the Right Outcome. Most AI-based platforms or processes leverage a finite and discrete data set from which to extrapolate ‘understanding’.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

Enghouse Interactive

JANUARY 27, 2021

Trends and Realities of Successful Organizations (Blog Series). Video outperforms all other communications methods when agents and customers need to quickly resolve an issue. This blog will provide some insight into the benefits that can be extracted from video along with how. Blog #2 of 4: It’s NOT just another channel.

Contact Center 92

Contact Center Technology Customer centricity Analytics 92

AWS Machine Learning

MARCH 4, 2024

It enables customers to leverage a variety of high-performing FMs, such as the Claude family of models by Anthropic, to build custom generative AI applications. with higher levels of intelligence. It excels at intelligent tasks demanding rapid responses, like knowledge retrieval or sales automation.

Benchmark 135

Benchmark Finance Engineering Enterprise 135

TechSee

JULY 28, 2023

Alongside this, advancements in artificial intelligence (AI) and computer vision technology have revolutionized support centers, field service, and self-service in the electronics industry. Manufacturers must also design products that are easy to repair, ensuring spare parts availability for a reasonable period.

Self service 206

Self service Customer centricity Technology Customer Support 206

Calabrio

NOVEMBER 25, 2020

This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. Complacency is not an option as agents, supervisors and contact center managers are forced to become more strategic, taking on increasingly critical new responsibilities to deliver engaging customer experiences.

Contact Center 122

Contact Center Self service Analytics Banking 122

Enghouse Interactive

SEPTEMBER 29, 2020

AI Makes It Possible (Blog Series). Blog #1 of 4: The Customer Experience. Customer Perception = Their Reality. How is it evaluated by your customers – do they think it’s good, bad or are they indifferent? Because that approach is not reflective of the customer’s overall experience. What is it?

Interactive Voice Response 80

Interactive Voice Response Chatbots Self service Enterprise 80

ShepHyken

AUGUST 4, 2017

This week we feature an article by the Strategy Institute featuring insights on key Digital Customer Experience factors from different business leaders. A customized digital experience is your opportunity to connect with the customer as an individual. . Automation and Artificial Intelligence.

Big data 189

Big data Customer Experience Personalization Technology 189

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. As we saw in yesterday’s webinar, both enhancing the Customer Experience (CX) and understanding the Voice of the Customer (VoC) are inextricably linked… for the better. The more YOU KNOW. .

Self service 76

Self service Contact Center Benchmark Chatbots 76

Beyond Philosophy

JULY 7, 2022

One of the features of The Intuitive Customer podcast is “I’m in a Pickle,” where listeners come to us with business problems that they would like our advice on solving. Customer Experience management has been absorbed into Customer Science in the past couple of years; how will that apply to brick and mortar?

Technology 402

Technology Consulting Consulting Personalization 402

Totango

JANUARY 3, 2024

As we kick off 2024, it’s time to reflect on the past year and look forward to what the future holds for customer success. It’s been an exciting journey, marked by significant milestones and a ceaseless effort to support our customers in achieving their goals.

Enterprise 111

Enterprise Best practices Analytics Metrics 111

Enghouse Interactive

FEBRUARY 18, 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 #4 of 4: Key Findings and Where to Focus Your Optimization Efforts . How Best to Engage with Customers and Prospects.

Contact Center 56

Contact Center Analytics Self service Finance 56

Lumoa

JANUARY 15, 2024

When customers shop in physical stores, they might have several questions about a product: Is it available in a different size? The scenario is now much the same for online customers who increasingly expect a seamless, personalized experience. But it also allows agents to handle several customer queries at once.

Customer Experience 83

Customer Experience Chatbots Best practices Metrics 83

Comm100

OCTOBER 19, 2022

Chatbots are quickly becoming a long-term solution for customer service across all industries. A good chatbot will deliver exceptional value to your customers during their buying journey. It boosts customer engagement because it’s quick, simple, and puts the user in the driver’s seat. What Is a Chatbot? 1 AI-based Chatbots.

Chatbots 86

Chatbots APIs Analytics Upselling 86

OctopusTech

MARCH 22, 2024

Chatbots are artificial intelligence-powered virtual assistants that simulate human conversations with customers through messaging apps. With their ability to automate responses and deliver personalized experiences, Chatbots have become essential to modern marketing strategies. How do artificial intelligence Chatbots work?

Chatbots 62

Chatbots Marketing Abandon rate Healthcare 62

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

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. This is foundational to understanding causality. Aggregating. Analyzing all feedback via AI. But, relying on that only provides one dimension (layer) of an answer.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Playvox

FEBRUARY 16, 2024

Artificial intelligence (AI) has permeated many aspects of our work and personal lives. One of the most impactful uses is how AI is transforming customer experience (CX). Data from omnichannel customer touchpoints — calls, social media, email, online chat, and more — provides companies with greater insights on customers.

Quality management 75

Quality management Contact Center Management Best practices 75

Totango

SEPTEMBER 22, 2023

we’re accelerating the motion to customer success-led growth by introducing two new partnerships and nine technology integrations into the Totango software and ecosystem. And, that growth comes from consistently and quickly delivering customer value. Announced during our flagship event, Totango Live!

Enterprise 113

Enterprise Education Best practices Customer retention 113

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Beyond Philosophy

JANUARY 12, 2022

The late Steve Jobs said at a 1997 Apple World Worldwide Developers Conference, “You’ve got to start with the Customer Experience first and work backward towards the technology.” However, customers are changing how they have experiences these days, and organizations that don’t keep up will be left behind.

CRM 348

CRM Technology Personalization Contact Center 348

Fonolo

MAY 23, 2023

Customer service is all about meeting and exceeding customer expectations. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? Customers want to feel seen. The solutions are all based on a customer’s specific preferences, behaviors, and needs.

Contact Center 106

Contact Center Personalization Analytics Chatbots 106

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

VirtualPBX

JUNE 21, 2023

In this blog post, we will explore six impactful ways VirtualPBX can significantly lower your business’s operating costs this summer. In this blog post, we will explore six impactful ways VirtualPBX can significantly lower your business’s operating costs this summer.

voip 98

voip Call Logging Telecommunications Morale 98

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. We’re not talking about the time-consuming interactive voice response (IVR) of the past that provided a less-than-optimal customer experience.

Contact Center 88

Contact Center Interactive Voice Response Virtual Agent Management 88

Hodusoft

JULY 19, 2023

In-Depth Guide: Inbound Call Center Software Inbound call center software is an essential tool for delivering optimal customer service. It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls. In this blog, we will explore everything related to inbound call center software.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

Uniphore

JANUARY 4, 2022

Self Serve Omnichannel AI-driven intelligent virtual assistant (IVA). Uniphore Collaborates with Cisco to Enable Better Customer Experiences. How are you planning to leverage conversations to drive revenue and customer retention? Discover new ways to build and enhance contactless relationships with customers.

Enterprise 126

Enterprise Customer retention Engineering Analytics 126

SmartAction

DECEMBER 8, 2023

This was where Alex, a visionary contact center manager, worked tirelessly to improve efficiency and customer satisfaction. A New Era of Agent Productivity The introduction of virtual agents wasn’t just about automation; it was about augmentation.

Virtual Agent 77

Virtual Agent Contact Center Upselling Interactive Voice Response 77

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

JustCall

AUGUST 8, 2023

Artificial Intelligence (AI) in the supply chain for products has the potential to revolutionize and streamline the industry, bringing unprecedented efficiency and effectiveness. This integration of AI in logistics facilitates streamlined operations, better inventory management, and enhanced customer satisfaction.

Transportation 52

Transportation Chatbots Engineering Enterprise 52

Global Response

NOVEMBER 21, 2023

Today’s companies collect more customer data than ever. Customer analytics allow you to take the customer data you’ve collected and assess , aggregate and analyze it to understand trends, make forecasts and better understand your customers. Unfortunately, many companies still aren’t using it for its full effect.

Analytics 62

Analytics Customer retention outsourcing Sales 62

OctopusTech

DECEMBER 21, 2023

Organizations are always looking for new and creative methods to improve their operations and remain ahead of the competition in the modern business world. Numerous advantages come with outsourcing call centers, including increased productivity and significant cost reductions.

outsourcing 62

outsourcing Call Center Multichannel call center professionals 62

Vistio

JANUARY 16, 2024

In this era of digital transformation, customer experience has become more crucial than ever before. Businesses need to ensure that they are staying ahead of the curve and leveraging the power of technology to provide personalized and efficient services in every interaction.

Contact Center 52

Contact Center Customer Experience Average Handle Time Analytics 52

JustCall

AUGUST 8, 2023

In the rapidly evolving realm of e-commerce, businesses are continually searching for innovative ways to provide exceptional customer experiences. The impact of Conversational AI is so profound that Deloitte research predicts that chatbots and intelligent virtual assistants are expected to grow at a CAGR of 30.2%

Chatbots 52

Chatbots Customer retention Coaching Feedback 52

Calabrio

NOVEMBER 25, 2020

This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. Complacency is not an option as agents, supervisors and contact center managers are forced to become more strategic, taking on increasingly critical new responsibilities to deliver engaging customer experiences.

Contact Center 52

Contact Center Self service Analytics Banking 52

teleopti

APRIL 12, 2019

The advent of “ customer experience is king ” is changing the landscape for organisations across industries, presenting new challenges and highlighting pain points many contact centers have been trying to address for years. But, it isn’t easy. There are no quick wins, and these challenges will continue to take new shapes.

Contact Center 48

Contact Center Technology Customer Experience Personalization 48

NobelBiz

FEBRUARY 20, 2024

Contact centers are the heartbeats of customer service, enabling seamless communication between businesses and their clientele across the globe. IVR allows customers to handle routine tasks themselves, freeing up call center agents to address more complex inquiries. Flexibility: VoIP systems offer adaptability to changing needs.

voip 105

voip Interactive Voice Response Contact Center Call Center 105