Comm100

DECEMBER 14, 2022

Customer experience (CX) is the convergence of three elements – human, process, and increasingly, technology. CXA uses AI to automate conversations, whether customer or company-initiated, for the entire customer lifecycle including marketing, selling, and servicing. There are multiple ways to integrate CXA in your business.

Customer Experience 52

Customer Experience Chatbots Feedback Self service 52

AWS Machine Learning

FEBRUARY 13, 2024

Self-checkout process BigBasket introduced an AI-powered checkout system in their physical stores that uses cameras to distinguish items uniquely. Store data in an Amazon Simple Storage Service (Amazon S3) bucket. We used FSx for Lustre and Amazon Relational Database Service (Amazon RDS) for fast parallel data access.

Engineering 98

Engineering Gamification Scripts Big data 98

Eptica

MARCH 20, 2020

How can businesses support them effectively using technology, especially video connectivity? To find out, read the latest post on our parent company Enghouse Interactive's blog where you can learn how video communications can bring together remote staff, maintain a connected corporate culture and best support them now - and in the future.

Best practices 72

Best practices Self service Marketing Technology 72

Eptica

AUGUST 5, 2020

Date: Wednesday, August 5, 2020 Author: Anne-Merete Jensen - Senior Business Consultant Why now is a great time to optimise your customer service – Part 3: Putting the right resources in place. Therefore, look to increase available resources by freeing up agent time by implementing web self-service.

Customer Service 112

Customer Service Self service Best practices Consulting 112

Interactions

MAY 6, 2021

When it comes to customer service, there are strong opinions for each. . When technology alone fails… But even the combination of humans and AI can fail. While this does reduce the initial wait time, the technology is not sophisticated enough to add value to the interaction. Which is better: machines or humans?

Self service 62

Self service Interactive Voice Response Contact Center Wait times 62

Interaction Metrics

JULY 10, 2023

The first step in analyzing any large unstructured dataset is called “tagging.” ” Whether you’re using AI or a team of researchers to analyze your data, the tagging process is the same – and it requires human input. Tagging is tagging. Does every comment need to be tagged?

B2B 48

B2B Customer Experience Chatbots Feedback 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. Luckily for businesses, new technologies are making it easier for them to offer multilingual customer service on digital channels than it was in 2014.

Virtual Agent 64

Virtual Agent Customer Service Engineering Self service 64

aircall

APRIL 27, 2018

The future of customer service is certain. Brands will continue to shift away from labor-intensive measures and toward more self-help resources. Anyone who’s experienced a self-help menu knows: IVR ? Aircall, and some other cloud-based phone systems, let users “tag” calls by subject. Real Person. Tip 6: Hide your robots!

Interactive Voice Response 102

Interactive Voice Response Call Center Surveys Personalization 102

AWS Machine Learning

OCTOBER 2, 2023

We show you how to use AWS IoT Greengrass to manage model inference at the edge and how to automate the process using AWS Step Functions and other AWS services. The sample use case used for this series is a visual quality inspection solution that can detect defects on metal tags, which you can deploy as part of a manufacturing process.

Engineering 88

Engineering APIs Management Enterprise 88

CSM Magazine

JULY 13, 2022

The second a customer begins looking for services and products, there is an opportunity for them to interact with your brand. Blogs and articles. Publishing articles and blogs not just helps with search engine optimization, but you can also share the information on your social media platforms. Pre-purchase stage. Point of sale.

Advertising 69

Advertising Journey mapping Engineering Self service 69

AWS Machine Learning

OCTOBER 26, 2023

Amazon Kendra is an intelligent search service powered by machine learning (ML). Based on the configuration of the Drupal connector, you can synchronize the connector to crawl and index different types of Drupal content such as blogs and wikis. Drupal is a content management software.

APIs 95

APIs Accountability Engineering Enterprise 95

aircall

APRIL 27, 2018

The future of customer service is certain. Brands will continue to shift away from labor-intensive measures and toward more self-help resources. Anyone who’s experienced a self-help menu knows: IVR ? Aircall, and some other cloud-based phone systems, let users “tag” calls by subject. Real Person. Tip 6: Hide your robots!

Interactive Voice Response 91

Interactive Voice Response Surveys Personalization Accountability 91

Customer Service Life

AUGUST 20, 2019

This article was originally published on the FCR blog in partnership with my colleague, Travis Wild on June 18, 2019. One of the cool things about working in outsourced customer service is the opportunity to learn about a wide variety of industries, tools, and technologies. Practice #4: Use custom fields instead of tags.

Best practices 63

Best practices Average Handle Time Surveys Metrics 63

Nicereply

NOVEMBER 5, 2019

There have been many, many articles published recently about how customer service is no longer a cost-center. In most cases, your customer service team is probably a drain on your resources. It’s a self-fulfilling prophecy. Second of all, consider implementing proactive customer service. But I’m here to burst the bubble.

Customer Service 96

Customer Service Chatbots Customer Support Enterprise 96

ViiBE Blog

JUNE 1, 2021

For customer service, this logic also applies. Give them the tools to solve it themselves, and you’ve solved their problems for the lifetime of the product (or service.). Beyond merely saving your company on customer service personnel, customer self-service empowers your customers to find their own solutions.

Self service 52

Self service CRM virtual call center First call resolution 52

Eptica

OCTOBER 9, 2019

Date: Wednesday, October 9, 2019 Author: Pauline Ashenden - Marketing Manager National Customer Service Week 2019: The 3 key factors behind successful customer service. Author: Pauline Ashenden - Marketing Manager We’re now partway through National Customer Service Week (NCSW) , which runs from the 7 th -11 th October.

Customer Service 60

Customer Service Customer centricity Multichannel Contact Center 60

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

COPC

JUNE 9, 2023

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. Webinar: Considerations for Navigating AI in CX Explore approaches to using artificial intelligence AI to service your customers. Nexcom A/S and COPC Inc.

Customer Experience 114

Customer Experience Analytics Technology Average Handle Time 114

Eptica

AUGUST 29, 2019

Date: Thursday, August 29, 2019 Author: Pascal Gauvrit - CTO Why customer service is key to building brand trust. That’s one of the key reasons why National Customer Service Week (NCSW) is celebrated every year in October. Organized in the UK by the Institute of Customer Service , the 2019 program is built around five key themes.

Customer Service 67

Customer Service Self service Best practices Chatbots 67

Nicereply

OCTOBER 29, 2020

First, the millennial generation can be called as the first truly technology native generation that has seen the emergence and application of most modern technologies. Naturally, they respect innovation and prefer brands that regularly offer new products or services and don’t shy away from using emerging technologies.

Customer Experience 40

Customer Experience Chatbots Multichannel Self service 40

Aspect

JUNE 22, 2018

In an effort to establish themselves as a brand known for service and to keep up with a competitive market, companies are turning to technology to meet customer demands. Here are five ways technology can improve your customer satisfaction rates. Data suggests that the majority of people prefer a self-service option.

Technology 48

Technology Self service contact center solutions Cloud contact 48

Creative Virtual

APRIL 9, 2020

So far in this series we have discussed using chatbots, virtual agents and conversational AI to offer easy-to-use customer self-service (Part 1) and as an Agent Assist tool to support contact centre agents (Part 2). AI-enhanced chatbots and virtual agents empower employees to self-serve when and where they need support.

Self service 52

Self service Virtual Agent Chatbots Entertainment 52

JustCall

FEBRUARY 25, 2020

The year 2020 calls for progressive financial services. And the technology infrastructure in almost every financial organization still needs to be strengthened. An efficient tech stack for financial services during such times is a priority. Anatomy of the right tech stack for financial services : 1. Communication.

Finance 59

Finance CRM Accountability Sales 59

JustCall

DECEMBER 24, 2022

12 Customer Service Improvement Strategies and Best Practices. In today’s era, customers demand top-notch customer service. The bar is raised so high that roughly 61% of customers would switch to another brand after a single bad customer service experience! In simple words, customers don’t give second chances.

Best practices 52

Best practices Customer Service Customer centricity Self service 52

Pointillist

MARCH 1, 2019

Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs. In this scenario, it becomes important for call centers to excel at customer service and reduce cost-to-serve without negatively affecting the customer experience.

First call resolution 75

First call resolution Call Center Self service Analytics 75

aircall

SEPTEMBER 6, 2021

How many calls does your customer service team receive in a day? Offering customer service via your voice communication strategy can already eat up a lot of your team’s time. On top of that, customer expectations of customer service have increased. It’s simple: Customers want a personalized customer service experience.

Interactive Voice Response 93

Interactive Voice Response Wait times outsourcing Call Center 93

Eptica

MAY 8, 2019

He has thirty years’ experience in AI research, with a PhD from Carnegie Mellon University and his blog on Sina Weibo has over fifty million followers. You might also be interested in these posts: 5 ways to make your self-service seamless. Why collaboration is key to customer service success.

Chatbots 55

Chatbots Best practices Engineering Education 55

Eptica

MAY 24, 2017

I am therefore very proud that Eptica has retained its position alongside other global leaders : Salesforce, Pegasystems, Microsoft, Oracle, Zendesk, SAP, Lithium, Service Now, Freshdesk, EGain, bpm’online, SugarCRM, CRMNEXT, mlpsystems. Also evaluated are interaction assistance tools and service analytics dashboards.

Customer Experience 48

Customer Experience Self service Best practices CRM 48

Customer Service Life

MAY 15, 2017

This article was originally published on the FCR blog on May 3, 2017. At FCR we have an Emerging Technologies (ET) team that exists to learn about the various tools and technologies that can help companies deliver a better customer experience and help contact center leaders manage their teams better.

Technology 74

Technology Customer Service Contact Center CRM 74

Eptica

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. As always, leading analysts have provided their own thoughts, and in this blog I’d like to look at trends highlighted by Forrester and Gartner. Eptica research backs up the need to make self-service easier.

Customer Service 49

Customer Service Self service CRM Analytics 49

aircall

JANUARY 19, 2021

The prefix auto means self. The Merriam-Webster dictionary puts them together and defines autonomy as “the quality or state of being self-governing” or “self-directing freedom.” . Call tagging: Tag calls to identify the status of an account or bookmark it for any designated purpose.

voip 62

voip Interactive Voice Response Sales Government 62

JustCall

MARCH 9, 2023

In this In this blog, we discuss the 18 crucial contact center strategies your business must work on to improve contact center performance. In this In this blog, we discuss the 18 crucial contact center strategies your business must work on to improve contact center performance. to get the job done.

Contact Center 40

Contact Center Interactive Voice Response Scripts Self service 40

Eptica

AUGUST 1, 2018

Satisfied employees are likely to be more engaged, give better service, stay for longer and are generally more productive. At the same time, working in customer service is a stressful and high-pressure job. Reducing agent attrition starts with the tools you give them to do their jobs.

Average Handle Time 70

Average Handle Time Best practices APIs Consulting 70

REVE Chat Blog

NOVEMBER 6, 2019

Hence realigning the customer service experience has become a top priority for businesses. 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. 34% of U.S.

Contact Center 82

Contact Center Interactive Voice Response Call Center Chatbots 82

Eptica

FEBRUARY 1, 2017

Date: Wednesday, February 1, 2017 Why technology needs to support the human element of CX. For the benefit of blog readers, can you give us some more detail on what you are seeing happening in the market? Eptica: How do digital technologies change consumer behavior? Published on: February 01, 2017.

Technology 58

Technology Multichannel Employee engagement Chatbots 58

aircall

JULY 13, 2018

If a phone system is awkwardly tight around your calves, you can’t just return it with the tag still on. This is why your service level agreement is important. A document like this keeps your phone provider accountable when responding to support requests, fixing bugs, and keeping your service running 24/7.

Service level 90

Service level Technical Support Telecommunications voip 90

aircall

JULY 13, 2018

If a phone system is awkwardly tight around your calves, you can’t just return it with the tag still on. This is why your service level agreement is important. A document like this keeps your phone provider accountable when responding to support requests, fixing bugs, and keeping your service running 24/7.

Service level 90

Service level Technical Support Telecommunications voip 90