Eptica

MAY 14, 2021

Author: Pauline Ashenden - Demand Generation Manager How can artificial intelligence help deliver a better customer experience and how far down the path to AI has the industry travelled? The latest ContactBabel report, sponsored by our parent company Enghouse Interactive answers these questions and more. Share this page on: Tweet.

Customer Service 72

Customer Service Chatbots Marketing Customer Experience 72

Interaction Metrics

JULY 10, 2023

Artificial Intelligence is rapidly infiltrating new markets, and the customer experience sector is no exception. While customer experience artificial intelligence is still nascent, AI for customer experience shows tremendous promise, both as a tool to measure experience and as a lever to improve it. Tagging is tagging.

B2B 48

B2B Customer Experience Chatbots Feedback 48

Comm100

DECEMBER 14, 2022

It automates workflows so that the data gathered from a customer is analyzed and interpreted to have tailor-made interactions with each individual customer. Merge tags can help you personalize an email beyond just first names. Use artificial intelligence and automatically create onboarding videos to guide users.

Customer Experience 52

Customer Experience Chatbots Feedback Self service 52

Eptica

MAY 28, 2021

Our new guest blog from housing association expert Phil Riley outlines the six trends that Housing Associations need to focus on to transform their customer service. Click here to read the full article on the website of our parent company Enghouse Interactive. The benefits of building emotional intelligence in your team.

Customer Service 72

Customer Service Metrics Marketing Management 72

Eptica

JUNE 11, 2021

ContactBabel’s latest Inner Circle Guide to Customer Engagement & Personalisation, sponsored by our parent company Enghouse Interactive, explains how to meet these complex requirements. Read the full blog on identifying and being ready for the moments that matter here.

Customer Service 72

Customer Service Best practices Management Customer Experience 72

JivoChat

JULY 26, 2023

As we delve deeper into the digital era, the world of graphic design has begun to witness a significant shift, all thanks to the groundbreaking advancements in artificial intelligence (AI). Designers can leverage these advancements to automate tasks such as image tagging, object identification, and content organization.

Feedback 75

Feedback Technology Personalization Marketing 75

Kayako

MAY 13, 2022

Today’s customer expects efficient, seamless interactions with products, services, and customer service help across various devices. Here are common ways self-service portals can help: Intelligent systems powered by AI can auto-suggest solutions based on the customer’s description of the issue. Blog posts. White papers.

Self service 110

Self service Accountability Airlines Customer Care 110

CSM Magazine

APRIL 26, 2022

Service teams can use Qualtrics Social Connect to generate automated responses to common questions and when a personal response is required, it automatically categorizes and tags chat topics to intelligently route them to the correct support agents. Learn more about Social Connect on our blog or our website. million followers.

Contact Center 52

Contact Center Customer Service Call Center Customer Care 52

Eptica

APRIL 15, 2020

Instead, what companies need to focus on is listening to customers , both directly and through their digital interactions , and acting rapidly on this insight. Move away from quantitative feedback to analyse more qualitative data, from the words they use when they interact with you digitally to free-text survey responses. com / en /.

Surveys 95

Surveys Best practices Analytics Feedback 95

JustCall

APRIL 3, 2024

It gives 5x results by optimizing connections (intelligent routing) and decreasing agent idle time. Five9 is an intelligent contact center platform with a predictive dialer, skills-based routing, and blended dialing capabilities. Personalize interactions with on-screen scripts. Open API for custom integrations and workflows.

Sales 52

Sales CRM Scripts APIs 52

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

Interactions

MAY 6, 2021

While this does reduce the initial wait time, the technology is not sophisticated enough to add value to the interaction. Without proper integration with human intelligence, even the best technology can feel robotic and clunky. After the fact, humans can annotate, tag, and label data to train and power AI algorithms.

Self service 62

Self service Interactive Voice Response Contact Center Wait times 62

aircall

OCTOBER 25, 2022

For example, according to sales blog, The Pipeline: 80% of sales calls go to voicemail. For example: If you pay attention to patterns in sales interactions, you might find that a key piece of knowledge or industry insight helped you close more than half of your last 30 sales. Smart Call Tagging. Click-to-Dial. Got a question?

Sales 62

Sales CRM voip Accountability 62

Eptica

MAY 16, 2018

Date: Wednesday, May 16, 2018 Author: Anne-Claire Bellec How artificial intelligence can transform your customer experience. Author: Anne-Claire Bellec When interacting with brands, consumers want the process to be easy , effective and based on an understanding of their emotions and the individual needs. Published on: May 16, 2018.

Customer Experience 69

Customer Experience Chatbots Self service CRM 69

NICE inContact

SEPTEMBER 13, 2019

Many organizations still rely on compliance managers to manually review a sample of call center interactions each day to identify compliance issues and problems. Each of those missed interactions represents a potential fine or lawsuit. Luckily, call center analytics software can help alleviate much of these compliance headaches.

Contact Center 54

Contact Center Coaching Analytics Call Center 54

Nicereply

MARCH 2, 2022

Combined with the “KCS” methodology , where Support Agents generate Knowledge-content based on their customer-interactions, this has the potential to lead to the almost “magical” approach of allowing your support organization to create and maintain your knowledge base. This has to be a priority.

Management 97

Management Chatbots Metrics Technology 97

aircall

AUGUST 12, 2022

Talent management software programs and VoIP integrations provide the features and artificial intelligence (AI) for recruiting teams to improve the job search process. A cloud-based phone system and talent management software support human interaction, which is necessary for engaging with job applicants and candidates. Call tagging.

voip 71

voip Interactive Voice Response Call Logging Analytics 71

aircall

MARCH 16, 2022

This also means your team and customers are less likely to repeat themselves—one of the leading frustrations in support scenarios—and instead are more likely to feel a part of a unique interaction. . It’s harder to create meaningful interactions when customers are waiting on hold. Human interactions drive support roles.

Customer centricity 71

Customer centricity Finance Interactive Voice Response Coaching 71

JustCall

APRIL 12, 2023

Conversation Intelligence Software has gained momentum over the years, and the first tool that comes to mind is Gong. Founded in 2015, Gong is a popular sales intelligence software that provides deep insights into deal progress, pipeline, and market trends. However, post-pandemic many Gong competitors have come to the fore.

Sales 52

Sales Coaching CRM Analytics 52

Eptica

AUGUST 23, 2017

Author: Vincent Giraud As I’ve discussed in previous blogs , consumers in Asia are leading the way when it comes to technology adoption, helping to drive rising expectations of the experience they receive from brands. There is no need to check other systems for information on previous interactions – it is all in one flow.

Customer Experience 100

Customer Experience Chatbots Transportation Airlines 100

Eptica

JANUARY 30, 2019

For example, if they send an email and then follow up with a chat session a few days later, consumers rightly expect the chat agent to know the history of their interaction, avoiding the need to repeat themselves. New technology such as artificial intelligence can help here. There are four major reasons for this: 1.

Self service 77

Self service Marketing Personalization Technology 77

JustCall

MARCH 9, 2023

Through this blog, let’s understand the types of contact centers that exist to make business functions easy. By using features like call tagging, click-to-call, Customer Relationship Management (CRM) integration for lead data, information tracking and sharing, etc., What is call center automation?

Contact Center 52

Contact Center Multichannel Interactive Voice Response outsourcing 52

Nicereply

MARCH 26, 2020

Sense’s mission is to make all homes intelligent by keeping people informed about what’s happening in their homes and helping to make homes safer, more efficient, and more reliable. If the interaction wasn’t satisfactory, we can reach out immediately, taking our customer support to the next level of 100% follow-through.

Feedback 72

Feedback Customer Support Metrics Customer Service 72

AWS Machine Learning

MAY 5, 2023

Amazon Kendra is an intelligent search service powered by ML, and Amazon Rekognition is an ML service that can identify objects, people, text, scenes, and activities from images or videos. Therefore, you can easily build an intelligent search service with minimal development costs. What images can be too complex to be searchable?

Engineering 101

Engineering APIs Scripts Enterprise 101

Eptica

MAY 24, 2017

Gartner award recognizes our position as a leader of digital customer engagement platforms and our 3Cs approach: conversational and collaborative solutions based on artificial intelligence for the digital customer experience. Also evaluated are interaction assistance tools and service analytics dashboards.

Customer Experience 48

Customer Experience Self service Best practices CRM 48

Zingtree

APRIL 14, 2015

Also, we’d love to get in touch if you write a blog or enjoy writing about customer service, call center technology, or awesome new companies in our industry. Zingtree Interactive Decision Tree System Redefines Call Center Agent Scripting with New App. Please reach out to us over here !

Scripts 48

Scripts Call Center APIs Analytics 48

JustCall

AUGUST 8, 2023

The Ecommerce sector is not oblivious to the power of Artificial Intelligence. AI in Ecommerce refers to integrating Artificial Intelligence technologies to enhance online shopping for customers. You must also optimize the product tags and descriptions to continuously improve search relevance based on user behavior.

Chatbots 52

Chatbots Abandon rate Customer centricity Personalization 52

Eptica

DECEMBER 5, 2018

In a previous blog we looked at the skills the agent of the future will need – in this post Eptica’s CEO, Olivier Njamfa shares his thoughts about the customer of the future. Consumers want responses and service now, as well as demanding that brand interactions are easy and take place on the channels they prefer to use.

Customer Experience 77

Customer Experience Best practices Advertising Chatbots 77

Eptica

DECEMBER 20, 2017

Based on the topics covered in the Eptica blog that received the most interest, we’ve put together a top 7 posts from across 2017. Chatbots and bots - what they mean for customer experience Chatbots and artificial intelligence were the top CX technology story of 2017. Read all six key conclusions in the post.

Chatbots 48

Chatbots Multichannel Customer centricity Analytics 48

Creative Virtual

OCTOBER 6, 2022

Good day – Guten tag – Buenos días – Bonne journée – Goededag – Buona giornata – There are more than 7,000 known languages spoken in the world today. So, it’s no surprise that language is a common barrier in both personal and business interactions. By Maria Ward, Account Manager & Knowledgebase Engineer.

Virtual Agent 64

Virtual Agent Customer Service Engineering Self service 64

aircall

JULY 5, 2017

We’re delighted to announce our partnership with Kustomer , whose intelligent support CRM now integrates flawlessly with Aircall’s phone system. Their software centralizes customer interactions over multiple channels, and empowers support representatives to dispense a highly personalized customer experience.

CRM 48

CRM Analytics Metrics Personalization 48

Eptica

AUGUST 29, 2019

Customer service teams are at the frontline when it comes to building trust, dealing with interactions that all create or diminish confidence in a brand. This is particularly difficult on digital channels, such as email and chat, where agents don’t have the benefit of hearing or seeing the customer when interacting with them.

Customer Service 67

Customer Service Self service Best practices Chatbots 67

Lumoa

FEBRUARY 28, 2023

But when you zoom out and think about your customers’ experiences as a whole, you’ll see some common elements: the channels they use to purchase your products, the ways they contact your support team, and the systems they interact with. This is a great way to drive additional revenue growth over time.

Feedback 83

Feedback Surveys Metrics Customer Experience 83

REVE Chat Blog

NOVEMBER 6, 2019

Digital transformation and artificial intelligence (AI) have evolved customer expectations. Contact center trends provide businesses a futuristic view of how digital transformation and the use of artificial intelligence (AI) would help their call centers to deliver an optimal customer service experience. Frank Sherlock.

Contact Center 82

Contact Center Interactive Voice Response Call Center Chatbots 82

aircall

JULY 5, 2017

We’re delighted to announce our partnership with Kustomer , whose intelligent support CRM now integrates flawlessly with Aircall’s phone system. Their software centralizes customer interactions over multiple channels, and empowers support representatives to dispense a highly personalized customer experience.

CRM 48

CRM Call Center Analytics Metrics 48

ProProfs Blog

OCTOBER 25, 2021

In this blog, we will understand the growing importance of collecting customer feedback, discuss some must-have features, and explore over 40+ customer feedback software. Using this, you can interact with your customers face-to-face and build stronger relationships. Here we go! What Is a Customer Feedback Tool. c) Clarabridge.

Feedback 148

Feedback Surveys Enterprise Analytics 148

Eptica

MARCH 22, 2017

Date: Wednesday, March 22, 2017 4 artificial intelligence concepts you need to know if you work in customer experience. It doesn’t solely apply to artificial intelligence, with many linguists analyzing the social, cultural, historic and political factors that influence language and how it is used by different groups.

Customer Experience 52

Customer Experience Chatbots Engineering Technology 52