ShepHyken

SEPTEMBER 21, 2018

This week we feature an article by Ian Moyse who writes about how important it is to examine the customer journey you are providing. You must deliver a consistent, convenient and frictionless experience. – Shep Hyken. None of which are acceptable approaches! Is it no wonder that many resort to the phone to request a resolution?

Customer Experience 256

Customer Experience Big data Technology Chatbots 256

ShepHyken

JANUARY 6, 2017

This week on our Friends on Friday guest blog post my colleague, Vince Jeffs, examines the hot topic of artificial intelligence (AI) and it’s impact on the customer experience. If you’ve read or seen any media lately, you know that the Artificial Intelligence hype is off the charts. Shep Hyken.

Customer Experience 215

Customer Experience Telecommunications Technology Banking 215

ShepHyken

NOVEMBER 15, 2019

But what about ways a cloud IVR could achieve the cliché and “delight” your customers — or, dare we say, even surprise them? Further, when you want customizable features such as artificial intelligence applications (see below), you don’t have to buy expensive enterprise tools or hire the technical experts required to use them.

Interactive Voice Response 232

Interactive Voice Response Customer Experience Self service Contact Center 232

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. Blog #3 of 4: Customer-facing agents. Back office support. Subject matter experts.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

24-7 InTouch

APRIL 26, 2024

Artificial intelligence (AI) stands as a monumental force reshaping the customer experience (CX). This blog explores how companies can synchronize AI adoption with effective risk management to foster a robust, safe, and customer-centric business environment. Data Mastery : AI is only as good as the data it processes.

Government 52

Government Customer centricity Technology Management 52

Comm100

OCTOBER 19, 2022

In this article, we’ll look briefly at what a chatbot is, how it works, and the 10 chatbot features that make it more helpful to your customers. What Is a Chatbot? These chatbots have artificial intelligence (we’ll talk more about that in a bit) and respond to questions as if they were real people. Personal Scan.

Chatbots 86

Chatbots APIs Analytics Upselling 86

Enghouse Interactive

SEPTEMBER 29, 2020

AI Makes It Possible (Blog Series). Blog #1 of 4: The Customer Experience. What is it? Understanding what works, and what doesn’t will help the organization identify what needs to be improved, and how. Customer Perception = Their Reality. Why should they care, if you don’t? Source: PWC/Bains and Co.

Interactive Voice Response 80

Interactive Voice Response Chatbots Self service Enterprise 80

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. Video is the new Face-to-Face.

Contact Center 92

Contact Center Technology Customer centricity Analytics 92

Enghouse Interactive

FEBRUARY 18, 2021

Trends and Realities of Successful Organizations (Blog Series). In our last blog , we saw the significant advantages that successful companies * achieved when using AI and UC – both on a standalone basis, but with even more success when they combined them. Blog #4 of 4: Key Findings and Where to Focus Your Optimization Efforts .

Contact Center 56

Contact Center Analytics Self service Finance 56

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. Author: Anne-Claire Bellec - Marketing Director As we come back to work after the holiday season and settle into 2019, it’s a good time to review last year and what we’ve learned.

Average Handle Time 89

Average Handle Time Best practices Surveys Chatbots 89

JivoChat

JUNE 27, 2023

With ChatGPT, artificial intelligence has caught the attention of many people around the world who are curious about the possibilities it offers, and how to use it to simplify and automate different activities in our lives. You can build different types of websites, like portfolios, ecommerce, and blogs.

Analytics 75

Analytics Advertising Personalization Self service 75

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. From an interpersonal relationship perspective, they expect trust, transparency and the authority to do what is best for the customer and the company, in equal measure. Augmented conversations – aided by Artificial Intelligence – will be the new normal.

Self service 76

Self service Contact Center Benchmark Chatbots 76

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. AI can also detect what they are calling about by the options the caller chooses, adding another level of personalization. “Hi,

Virtual Agent 67

Virtual Agent Interactive Voice Response Call flow Contact Center 67

Etech GS

OCTOBER 31, 2018

In this blog we will discuss how the greatest advantages technology can give us is access to this information. However, many businesses make a mistake right out the gate by establishing QA standards based on what they think their customers want, rather than what customers are actually asking for. AI and Data Collection.

Call Center 230

Call Center Customer Experience Banking Technology 230

JivoChat

JULY 18, 2023

Artificial intelligence is revolutionizing several areas of technology, and with that AI web design has been created. What’s AI Web Design? Web designers can enjoy artificial intelligence to automate tasks, and focus on more difficult processes. It simplifies and speeds up different processes.

Analytics 75

Analytics Advertising Banking Marketing 75

TeleDirect

OCTOBER 25, 2023

In the time it takes an agent to find one answer to a technical question, artificial intelligence call center technology has scanned through the manual. What it can’t do is empathize. You may wonder what that has to do with a call center. At TeleDirect, we consider our agents the backbone of our company.

Call Center 62

Call Center Technology Customer Support Complaint resolution 62

3CLogic

JANUARY 24, 2024

When a customer contacts your business, what’s their first impression? Conversational AI is a type of artificial intelligence trained on large amounts of data to create human-like, unique experiences through text or speech. What are the best approaches to implementing AI? Or is the opposite true?

Contact Center 64

Contact Center Virtual Agent Self service CRM 64

Comm100

MARCH 20, 2024

Through this medium, they can engage with citizens in real-time, provide 24/7 assistance, and disseminate accurate and accessible information. Through this medium, they can engage with citizens in real-time, provide 24/7 assistance, and disseminate accurate and accessible information.

Government 75

Government Chatbots Self service Wait times 75

JustCall

DECEMBER 12, 2022

Artificial intelligence (AI) is continually entering every domain of human existence, and businesses are no exception. This blog will walk you through some fundamental insights about conversational AI software, how it works, and factors affecting businesses adopting it. What is conversational AI software?

Interactive Voice Response 52

Interactive Voice Response Chatbots Enterprise Scripts 52

Call Design

JANUARY 21, 2021

Equip your agents and staff with the tools and technology they need to focus on what matters most: your customers. Utilize Real-Time Transcription. Real-time transcription can be used to study and enhance agent engagement, service, and information delivery with innovative artificial intelligence. Social Media.

Upselling 167

Upselling Coaching Consulting Consulting 167

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. AI can also detect what they are calling about by the options the caller chooses, adding another level of personalization. “Hi,

Virtual Agent 86

Virtual Agent Interactive Voice Response Call flow Contact Center 86

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. Real-time visibility is essential for ensuring timely and efficient delivery, reducing delays, and enhancing customer satisfaction.

Transportation 52

Transportation Chatbots Engineering Enterprise 52

Lumoa

JANUARY 8, 2024

And, if you’re nodding along, I’m also betting you’re savvy enough to know that the future of business success is tightly intertwined with embracing Machine Learning (ML) and Artificial Intelligence (AI). What’s the intensity of these sentiments? .’ It’s a common goal, after all.

Feedback 157

Feedback Analytics Multichannel Surveys 157

Upstream Works

JUNE 9, 2022

After five years of providing what amounted to call center plumbing, we had really zeroed in on what call centers did and realized that the heart of a call center was and always will be the people that operate the phones. Artificial intelligence applications based on machine learning are the next frontier in contact center technology.

Contact Center 157

Contact Center Brand ambassadors Call Center Virtual Agent 157

SmartAction

SEPTEMBER 16, 2022

Artificial Intelligence is what makes automating voice conversations possible. The ability of conversational AI technology to detect and understand speech are two of the biggest challenges faced by the Intelligent Virtual Agent (IVA). Speech Detection vs. Recognition: Understanding What the Customer is Saying.

Interactive Voice Response 89

Interactive Voice Response Virtual Agent Contact Center Engineering 89

Cisco - Contact Center

AUGUST 3, 2020

It uses artificial intelligence and data insights to power contact center performance, and empower agents with greater knowledge and context, enabling them to deliver enriched and more meaningful engagements with their customers. Here’s what some of these customers have to say. Cloud Agility. Business Continuity.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

3CLogic

FEBRUARY 7, 2024

In this blog, we’ll explore three common red flags indicating your contact center is falling behind, and, more importantly, we share strategies to help you get back on track. It all comes down to implementing always-on, intelligent self-service. The question is — where do you begin?

Contact Center 59

Contact Center Cloud contact CRM Self service 59

GetFeedback

JANUARY 21, 2020

Artificial intelligence (AI) is improving all the time and slowly making its way into our offices, activities, and homes. Artificial Intelligence has already been making an impression on the business industry with data collection for marketing and changing how people interreact with IT.

Chatbots 78

Chatbots Entertainment Marketing Self service 78

Totango

SEPTEMBER 1, 2022

The traditional fixed quarterly review is being replaced by real-time performance monitoring and artificial intelligence data analysis, enabling you to stay engaged with clients between scheduled reviews. First, we’ll examine what a SaaS QBR is and why they’ve become so important. What Is a QBR in SaaS?

SaaS 97

SaaS Journey mapping Upselling Best practices 97

Fonolo

MAY 23, 2023

This blog will explore the concept of hyper-personalization to understand its benefits, discuss strategies and consider examples. What is Hyper-Personalization in a Contact Center? It harnesses advanced analytics and machine learning algorithms to dynamically adapt interactions based on real-time data and individual preferences.

Contact Center 106

Contact Center Personalization Analytics Chatbots 106

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. As companies depend more and more on these virtual assistants to help with operations, it’s important to know what virtual assistants are, how they work, and how much they charge.

Real estate 62

Real estate Healthcare Scripts Technology 62

Call Design

JUNE 20, 2022

Unlocking productivity within a contact centre through the utilisation of intelligent automation is key to quantifying how automation and artificial intelligence has provided an unprecedented return on investment. Intelligent automation’s ability to quantify return on investment is appealing from a business case perspective.

Coaching 78

Coaching SaaS Engineering Management 78

UJET

DECEMBER 2, 2020

Let’s be real. The title of this blog post is an important question that many executives are asking. The current generation of self-service solutions, intelligent virtual agents (IVAs), are smart, omni-channel systems that automate many types of inquiries. The post Can Artificial Intelligence Replace Contact Center Agents?

Contact Center 72

Contact Center Interactive Voice Response Self service Virtual Agent 72

JustCall

APRIL 3, 2023

There is more to conversational AI IVR than just that – which is what this blog is about. What Is Conversational AI IVR? Conversation IVR is a customer self-service technology that uses the power of artificial intelligence to let customers navigate their queries. You are not alone. Operation Largely autonomous.

Interactive Voice Response 52

Interactive Voice Response Self service First call resolution Engineering 52

Peter Lavers

JULY 14, 2017

I had the pleasure this week of being invited to Wimbledon by IBM to see for myself how their systems, artificial intelligence, and cognitive tools (Watson) underpin the customer experience. Just like most other sectors, sport has gone digital, omni-channel, real-time, and customer empowered. Well, no, to be frank.

Customer Experience 164

Customer Experience Management B2B Analytics 164

Balto

JANUARY 22, 2024

The advancements in Generative Artificial Intelligence (Generative AI) have dominated the headlines and social media discussions throughout 2023, and for good reason. It’s a massive leap forward in the world of Artificial Intelligence and Machine Learning. What Is Generative AI?

Contact Center 52

Contact Center Coaching Average Handle Time Scripts 52

SmartAction

APRIL 4, 2023

By examining the latest developments in artificial intelligence (AI), the Times correspondents show how virtual voice assistants such as Siri and Alexa squandered their early advantage and left room for the rise of chatbots that use Conversational AI technology. Artificial intelligence is changing the way customer service teams work.

Virtual Agent 85

Virtual Agent Chatbots Self service Banking 85