Beyond Philosophy

JANUARY 4, 2024

Having a plan and doing the work is an excellent path to success, but I agree that sometimes luck plays a role, too. This year is about artificial intelligence (AI). It’s that time of year for one of my favorite traditions, my end-of-year reflections. We did this on the podcast recently.

Customer centricity 243

Customer centricity Morale Finance Education 243

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. 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. Customers now expect: Their time be valued. The more YOU KNOW. .

Self service 76

Self service Contact Center Benchmark Chatbots 76

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. Customer service has the power to make or break a company. Contact Customers on their Preferred Channel.

Contact Center 112

Contact Center Customer Service Chatbots Virtual Agent 112

Vistio

JANUARY 16, 2024

In this era of digital transformation, customer experience has become more crucial than ever before. Next-best-action (NBA) guidance is an innovative approach that enables contact center agents to provide more targeted and effective assistance to customers in real time.

Contact Center 52

Contact Center Customer Experience Average Handle Time Analytics 52

SmartAction

FEBRUARY 27, 2023

When it comes to customer service, businesses have a variety of tools at their disposal to make the process as smooth and efficient as possible. Two popular options are Interactive Voice Response (IVR) and Intelligent Virtual Agent (IVA). Can be a frustrating customer experience. What is Interactive Voice Response (IVR)?

Interactive Voice Response 74

Interactive Voice Response Contact Center Virtual Agent Self service 74

SmartAction

FEBRUARY 20, 2024

As we venture further into the digital age, Artificial Intelligence (AI) and voice automation are becoming key players in enhancing customer experiences and streamlining banking operations. Enhanced by AI, virtual agents can now offer warm receptions and open dialogue to customers.

Banking 72

Banking Self service Virtual Agent APIs 72

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

Cisco - Contact Center

FEBRUARY 5, 2020

Transforming the Customer and Agent Experience with Artificial Intelligent Contact Center Integration. I recently delivered a session at Cisco LIVE Barcelona end of January that offered a view of the new Cisco architecture underlying the integration of Contact Centers with artificial intelligence (AI).

Contact Center 62

Contact Center contact center solutions Virtual Agent Interactive Voice Response 62

AWS Machine Learning

SEPTEMBER 28, 2023

With constantly evolving operations, processes, policies, and compliance requirements, it can be extremely difficult for employees and customers to stay up to date. Externally, customers can also find it frustrating to locate the information they are seeking.

Enterprise 98

Enterprise Real estate Chatbots Construction 98

Nicereply

JUNE 20, 2023

Recruiting a customer experience talent is always a challenge. Hiring is important for every role at a company. Recruiting top Customer Experience talent has added complexities because these hires likely impact customers directly. Likewise, you need to understand individual candidates’ CX experience.

Customer Experience 86

Customer Experience SaaS Construction Morale 86

Lumoa

SEPTEMBER 30, 2022

By now, the importance of delivering a superb customer experience in banking is crystal clear. It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations. Plus, their customers are also two times more likely to try new products or services. .

Banking 94

Banking Customer Experience Big data Chatbots 94

Calabrio

NOVEMBER 25, 2020

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 centers have to adapt and continuously evolve in order to meet customer expectations.

Contact Center 52

Contact Center Self service Analytics Banking 52

OctopusTech

JANUARY 24, 2024

In the busy world of 2024, virtual assistants play a bigger role than before, appearing in a wide range of industries, including healthcare and real estate. The goal of this blog is to clarify the complexities surrounding virtual assistants, including their uses and the variables that will affect their price in 2024.

Real estate 62

Real estate Healthcare Scripts Technology 62

Cisco - Contact Center

SEPTEMBER 11, 2020

How are Your Customers Experiencing your Brand. Did you solve the customer’s problem? This is the core of what matters for your customers. They’re also seeing the role of the contact center evolving from not just problem solving, but playing a part of the greater customer journey and influencing the experience of the customer.

Contact Center 69

Contact Center Abandon Call contact center solutions Self service 69

Cisco - Contact Center

DECEMBER 10, 2019

Artificial Intelligence Transforming Call Centers. The proliferation of digital social tools within clients is driving the urgent need to upgrade a traditional voice only call center into a modern Digital Omnichannel Contact Centers and this certainly represents the perfect timing to plan the insertion of Artificial Intelligence.

Interactive Voice Response 81

Interactive Voice Response Call Center Contact Center Self service 81

Anexa BPO

AUGUST 25, 2023

The term “AI” – or artificial intelligence – is a huge buzzword in today’s marketplace and is being thrown around quite freely. And while we’re on the subject, let’s take a closer look at the exploding world of “artificial intelligence – increasingly poised as a powerful technology with human-level capabilities.

outsourcing 52

outsourcing Technical Support Technology Personalization 52

Beyond Philosophy

OCTOBER 28, 2021

Is Customer Experience dying? At the very least, Customer Experience is dying as we know it. Customer Experience as we know it is dying because of a few factors. Organizations want to fix one thing and then go on about their business with an improved Customer Experience. . Maybe it is.

Customer Experience 243

Customer Experience Morale Consulting Consulting 243

Customers That Stick

JANUARY 28, 2020

It’s no secret that artificial intelligence is already starting to impact customer service. Employees in many customer service roles are beginning to wonder whether they will lose their job to a robot, whether or not their role will be replaced. 1 Be Transparent. Read the rest here. »

Customer Service 78

Customer Service Customer Experience 78

24-7 InTouch

NOVEMBER 20, 2023

In the ever-changing world of digital commerce, the adoption of artificial intelligence (AI) and automation technologies are revolutionizing the way businesses interact with their customers by reshaping the shopper experience. The responsible use of AI automation is crucial to maintain customer trust.

Chatbots 59

Chatbots Customer centricity Personalization Technology 59

Expivia

FEBRUARY 18, 2024

Transforming Customer Service: The Evolution of Contact Center Outsourcing In the rapidly evolving business landscape, where technological innovation outpaces traditional business models, the contact center outsourcing industry is undergoing a monumental shift.

Customer Support 40

Customer Support outsourcing Strategic Value Contact Center 40

Comm100

MARCH 20, 2024

This blog explores the decline of public trust in government, backed by data from the U.S., Canada, and the UK, and offers insights into how digital communication can play a pivotal role in reversing this trend. When done right, digital communication offers governments and agencies the opportunity to build, maintain, and restore trust.

Government 75

Government Chatbots Self service Wait times 75

AWS Machine Learning

OCTOBER 5, 2023

Artificial intelligence (AI) and machine learning (ML) have seen widespread adoption across enterprise and government organizations. In this post, we explain how to build and optimize a custom classification model using Amazon Comprehend. Amazon Comprehend expects at least one label for each data point.

Benchmark 98

Benchmark Best practices Metrics Government 98

Cisco - Contact Center

MAY 14, 2019

AI is shaping the future of customer experiences and the contact center. Artificial Intelligence (AI) is creating a lot of excitement and there are good reasons for this. The concept of Artificial Intelligence (AI) has actually been around for a long time. Five myths: AI is new. AI = chatbots.

Contact Center 106

Contact Center Self service contact center solutions Chatbots 106

Lumoa

JULY 17, 2023

Key Drivers of Successful Customer Experience Digitization Today, businesses must continually evolve to address the needs of their customers. Embracing new technology solutions and digitizing customer experience has become a crucial part of this evolution. Seamless experiences 5. Immersive experiences 7.

Customer Experience 83

Customer Experience Chatbots Feedback Surveys 83

Call Experts

APRIL 8, 2024

Today, utilities play an undeniably vital role in our daily lives. 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. When Did Call Centers Become the Standard?

Contact Center 52

Contact Center Customer Service Self service Call Center 52

Revation Systems

AUGUST 10, 2023

Or that before the pandemic, 96% of patient complaints were customer service related? To address these concerns, we’ve seen artificial intelligence (AI) emerge as a key factor. The Rise of AI The role of AI has progressed far beyond chatbots and virtual assistants with pre-programmed responses.

Healthcare 62

Healthcare Chatbots Personalization Customer Service 62

Cisco - Contact Center

FEBRUARY 1, 2021

In this webinar, you’ll hear from Omar and Sheila on five essential elements that contact centers need to deliver to compete in this experience economy: The ability for customers to connect when they want, how they want. End-to-end visibility on customer experience interactions with your business. About the speakers.

Contact Center 109

Contact Center Transportation Customer Experience Wireless 109

AWS Machine Learning

JANUARY 26, 2024

Generative artificial intelligence (AI) applications built around large language models (LLMs) have demonstrated the potential to create and accelerate economic value for businesses. Many customers are looking for guidance on how to manage security, privacy, and compliance as they develop generative AI applications.

Best practices 125

Best practices Government Engineering Accountability 125

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. While that’s an important driver, it’s not the only use case.

Chatbots 78

Chatbots Contact Center Coaching Surveys 78

Cisco - Contact Center

JANUARY 21, 2020

Artificial Intelligence and Translational Services. The language barrier is undoubtedly and historically adding complexity to international business, and this is especially true when we consider Contact Centers and the high-quality customer experience they have to deliver in business-to-consumer services.

Contact Center 66

Contact Center contact center solutions Cloud contact Call Center 66

NICE inContact

NOVEMBER 20, 2017

Interactive voice response (IVR) has been a staple of customer service for many years. The fact that IVRs have been around for a long time and are widely used does not mean, though, that your customers actually like them. For customers, scalable IVRs reduce hold times and make simple services accessible 24/7/365.

Interactive Voice Response 96

Interactive Voice Response Self service contact center solutions Contact Center 96

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

ChurnZero

DECEMBER 28, 2018

This has been quite a year for the ChurnZero blog. We’ve published +60 posts on a variety of Customer Success related topics like customer churn, product adoption, customer journeys and more. We even got a shout out from HubSpot as a top blog you should be reading in 2018. 10 Punny Customer Success Jokes.

Best practices 49

Best practices Metrics SaaS Sales 49

24-7 InTouch

APRIL 5, 2023

To capitalize on recent advances in artificial intelligence, our framework for human-machine interaction must change from considering systems as independent task oriented machines to collaborative innovative teammates. Ultimately this increases our efficiency and productivity to deliver of customer experiences.

Customer Experience 52

Customer Experience Personalization Technology Management 52

JustCall

MARCH 28, 2023

The customer service landscape is experiencing a radical transformation, driven by emerging technologies, increasingly savvy consumers, and evolving demands. It is crucial for businesses to stay ahead of these changes to ensure customer satisfaction, which plays a pivotal role in their growth.

Customer Service 52

Customer Service Chatbots Analytics Upselling 52

Lumoa

JANUARY 24, 2024

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! Just like a hapless tourist, customers are eager to share details of their experience.

Analytics 83

Analytics Feedback Metrics Surveys 83

CSM Magazine

MAY 12, 2021

Meeting rapidly changing customer expectations in the new world of remote work demands far higher levels of agility from organisations everywhere – and places an even greater focus on improving customer service. Calabrio’s new blog series explores the rise of the Connected Enterprise.

Enterprise 64

Enterprise Construction Finance Benchmark 64