Enghouse Interactive

OCTOBER 13, 2020

AI Makes It Possible (Blog Series). Blog #2 of 4: Seeking th e Root Cause and Affecting the Right Outcome. For the most part today, AI’s ability to look at data-points to understand what each customer is concerned about, or has issues with, is currently very much uni-dimensional.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

Beyond Philosophy

AUGUST 25, 2022

On the Apple phone the other day, it suggested widgets to me of apps I might want to use. The phone notices that I want to use the apps at a particular time of day, so it pushes them to me proactively. I would add that proactive experiences also save organizations money by preempting a contact at the contact center.

Cloud contact 369

Cloud contact Contact Center Construction Consulting 369

ShepHyken

JULY 26, 2021

More than just saying, “Thank you,” you can share more product information, get the customer to subscribe to your blog, upsell and cross-sell, ask for reviews, and more. 15 Ways To Leverage AI In Customer Service by Forbes Business Council. Five Contact Center Innovations That Are Reshaping Customer Service by Kendal Rodgers.

Customer Service 254

Customer Service Customer retention Contact Center Upselling 254

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. that did not use video.

Contact Center 92

Contact Center Technology Customer centricity Analytics 92

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

ShepHyken

DECEMBER 13, 2019

Use a scale to assign importance values. Leslie Cottenje, CEO of Hello Customer emphasizes the importance of stress testing AI as most vendors are likely to assert they have the strongest capabilities. Who will be responsible if government regulations are violated? Importance and performance score formulas.

APIs 254

APIs Enterprise Government Customer Experience 254

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Enghouse Interactive

JANUARY 13, 2021

AI, Teams UC and Video. . Blog Series #1 of 4: New decade! are using or planning to use for CX initiatives. will have extended Teams to their contact center for voice and 31.1% Video enablement: either use internally to manage remote agents, or externally for communications with customers. vs. 32.3%).

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

NobelBiz

APRIL 2, 2024

At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction. With the growing customer expectations, enterprises are under great pressure to deliver exceptional service.

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

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

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. Now, brands do this all the time, but the direct response was not the norm back then. He was surprised that a large entity like Jet Blue would contact him, an individual.

Airlines 415

Airlines Call Center Consulting Consulting 415

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

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

BlueOcean

OCTOBER 4, 2023

But what mix of live agents versus AI is best for your business? We would wager, that even with the evolution of AI, brands serving consumers in the Americas will continue to benefit from providing support in French, Spanish, and, for some organizations, Portuguese through a live agent model. But what’s the best approach?

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center.

Contact Center 52

Contact Center Self service Analytics Banking 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. This is why QnABot also integrates with any other LLM using an AWS Lambda function that you provide.

Self service 105

Self service APIs Transportation Contact Center 105

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization.

Customer Experience 114

Customer Experience Analytics Technology Average Handle Time 114

ShepHyken

DECEMBER 23, 2022

Customers have many communication technology choices today, and many use a mix of infrastructures. “In Currently, on-premise solutions are the most common, with 88% of organizations using some on-premises UC solutions, according to a recent five-country research survey conducted by Techaisle. Top 5 UC Predictions for 2023.

Surveys 173

Surveys Education Enterprise Technology 173

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Earlier, businesses used to see contact centers as cost centers.

Contact Center 112

Contact Center Customer Service Chatbots Virtual Agent 112

SmartAction

APRIL 11, 2024

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. Use a natural, empathetic voice. If all of your customers are senior citizens, use a more mature voice. Use your CRM.

Virtual Agent 67

Virtual Agent Interactive Voice Response Call flow Contact Center 67

SmartAction

FEBRUARY 27, 2023

Two popular options are Interactive Voice Response (IVR) and Intelligent Virtual Agent (IVA). What is Interactive Voice Response (IVR)? Interactive Voice Response (IVR) IVR is a technology that uses voice prompts to interact with customers. Limited capabilities. Low containment. Full front door, available 24/7.

Interactive Voice Response 74

Interactive Voice Response Contact Center Virtual Agent Self service 74

Expivia

FEBRUARY 15, 2024

The Evolutionary Shift in Contact Center BPO Strategy The landscape of Business Process Outsourcing, especially within contact centers, is witnessing a monumental shift. Contact centers are now tasked with not just answering calls but providing a seamless, efficient, and personalized customer experience.

Contact Center 52

Contact Center Business Process Outsourcing outsourcing Technology 52

Upstream Works

SEPTEMBER 28, 2022

Most businesses are undergoing some form of digital transformation, which will have a profound impact on contact centers. This provides an on-going opportunity for innovation, and to do so successfully, contact centers should harness the power of their data and embrace technologies like AI.

Contact Center 78

Contact Center Journey mapping Scripts Technology 78

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. This blog explores the challenges faced by the financial industry, the role of BPO contact centers, and strategies to enhance customer support.

Contact Center 52

Contact Center Customer Support Contact center software outsourcing 52

Expivia

FEBRUARY 14, 2024

Guide to Preparing Your Contact Center for AI Integration The integration of Artificial Intelligence (AI) in call centers represents a monumental shift in how customer experiences are delivered. companies tell you, to do AI properly, you need to put in the work to do it right. AI is not plug-and-play.

Contact Center 52

Contact Center Call Center Metrics Scripts 52

Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. That’s why contact centers are investing in it in droves. How Can WFM Help my Contact Center?

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Callminer

DECEMBER 17, 2019

As industrial and economic globalization trends continue to develop in the world’s present market, the use of outsourced talent to accomplish a wide variety of tasks ranging from the rote and repeatable to the complex and mission-critical grows ever more ubiquitous. Call Center Workforce Statistics. Better Agent Performance.

Call Center 207

Call Center outsourcing Contact Center Finance 207

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

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

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. Can AI Handle Complex Customer Care? Those first three are what we’d expect.

Contact Center 62

Contact Center Customer Experience Chatbots Customer Care 62

pindrop

AUGUST 22, 2021

The qualitative aspect of the caller-agent connection goes well beyond any statistics and metrics that contact centers use to measure and improve on their work performance. The AI Playbook for Contact Centers. See How Financial Leaders are Leveraging AI for a Better CX. Download the Playbook.

Interactive Voice Response 128

Interactive Voice Response Contact Center Average Handle Time Self service 128

SmartAction

JUNE 9, 2023

Conversational AI has emerged as the bridge, enabling human-like conversations to help drive and solve customer queries. Today, conversational AI is everywhere. Table of Contents What is Conversational AI? Examples of Conversational AI How does Conversational AI work?

Virtual Agent 72

Virtual Agent Chatbots Self service Feedback 72

SmartAction

OCTOBER 26, 2023

The healthcare landscape underwent a profound transformation in the aftermath of the COVID-19 pandemic, reshaping the traditional roles of Interactive Voice Response (IVR) systems and contact centers. Unsurprisingly, healthcare providers are increasingly turning to conversational AI technology to manage the surge in calls.

Healthcare 66

Healthcare Interactive Voice Response Virtual Agent Self service 66

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. CX Trend: Make it Personal A weak economy impacts everyone, so it is important for contact centers to understand how this impacts their customers.

Contact Center 78

Contact Center Upselling Customer retention Technology 78

SmartAction

NOVEMBER 1, 2023

When used in business, conversational artificial intelligence (AI) supports overall call center operations by providing self-service options, 24/7 availability, and real-time data and analytics – while lowering costs and increasing profits. Voice starts with the customer reaching your contact center platform.

Contact Center 63

Contact Center Virtual Agent Interactive Voice Response Chatbots 63

Quiq

FEBRUARY 2, 2023

In this blog post, I’ll share with you what Quiq Insights is, why we built it, and what sets it apart from other analytical offerings. With Quiq Insights, you can analyze and optimize every aspect of your customer journey, from conversational AI effectiveness to agent performance. What about identifying poor survey responses?

Analytics 80

Analytics Contact Center Engineering Surveys 80

SmartAction

NOVEMBER 8, 2023

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. Use a natural, empathetic voice. If all of your customers are senior citizens, use a more mature voice. Use your CRM.

Virtual Agent 86

Virtual Agent Interactive Voice Response Call flow Contact Center 86