CCNG

APRIL 12, 2024

We have found that there are far more contact centers needing help with where to start and creating a strategy than there are businesses that are humming along with AI. There is stakeholder buy-in, budgeting, creating a business case, outlining ROI on the solution and so much more.

Contact Center 221

Contact Center Interactive Voice Response CCNG Chatbots 221

ShepHyken

MAY 18, 2021

The Role of Emotional Intelligence in Customer Service. Utilizing Emotional Intelligence Tools in Building Authentic Relationships. They discuss the importance of emotional intelligence in customer service and customer experience. The most fundamental part of emotional intelligence is understanding what goes on inside our minds.

Customer emotions 235

Customer emotions Customer Service Sales Personalization 235

ConvergeOne

MARCH 19, 2024

Its impact on intelligent virtual assistants (IVAs) has been no less profound, significantly expanding the scope of what IVAs can achieve and the impact that they can have across any organization. The advent of Generative AI (GenAI) has led to a technological transformation that we have not seen since the birth of the Internet.

Finance 98

Finance Enterprise Contact Center Technology 98

ShepHyken

MAY 22, 2023

Top Takeaways: There has been significant progress in artificial intelligence (AI), like chatbots and ChatGPT capabilities. Artificial Intelligence will not eliminate the need for customer support professionals. Will artificial intelligence eliminate the need for customer contact agents?

Customer Service 156

Customer Service Self service Customer centricity Contact Center 156

ShepHyken

MARCH 25, 2024

How Artificial Intelligence (AI) Is Benefiting Customer and Employee Satisfaction by John Dijulius (The Dijulius Group) AI and Machine Learning (ML) are not only here, but if it’s not already a major part of your business strategy moving forward, you may be in danger of becoming the next Kodak. It’s making them better.

Customer Service 190

Customer Service Call Center Chatbots Call center experience 190

Connect

JANUARY 22, 2024

Download the 2024 contact centre buyer’s guide by Genesys for insight on how Artificial Intelligence (AI) is reshaping businesses, providing growth opportunities and prompting crucial decisions about contact centre deployment strategies.

Cloud contact 94

Cloud contact Contact Center Marketing Customer Experience 94

JustCall

APRIL 23, 2024

Thinking of bringing in a predictive dialer for your business? We’ve compiled a list of what we think are some of the top predictive dialers in the market today: in terms of both capabilities and ROI. This means the best predictive dialer for your sales team will come with strong enablement and automation capabilities.

call center software 52

call center software Sales CRM Analytics 52

NobelBiz

NOVEMBER 6, 2023

In today’s fast-paced digital environment, intelligent automation has become a powerful force, propelling change within call centers across the globe. Contact centers serve as the lifeblood of customer service for countless businesses, and the integration of intelligent automation holds the key to unlocking their full potential.

Call Center 105

Call Center Interactive Voice Response Customer Service Contact Center 105

AWS Machine Learning

MARCH 1, 2024

The rise of artificial intelligence (AI) has created opportunities to improve the customer experience in the contact center space. Machine learning (ML) technologies continually improve and power the contact center customer experience by providing solutions for capabilities like self-service bots, live call analytics, and post-call analytics.

Chatbots 92

Chatbots APIs Self service Contact Center 92

LiveVox

NOVEMBER 21, 2023

In the realm of contact centers, Artificial Intelligence (AI) is reshaping the game with its intelligent prowess. AI’s transformative capabilities are changing the contact center industry quickly, enabling businesses to elevate customer experiences to new and exciting heights.

Contact Center 81

Contact Center Customer Experience 81

AWS Machine Learning

APRIL 11, 2024

AWS was delighted to present to and connect with over 18,000 in-person and 267,000 virtual attendees at NVIDIA GTC, a global artificial intelligence (AI) conference that took place March 2024 in San Jose, California, returning to a hybrid, in-person experience for the first time since 2019.

Entertainment 96

Entertainment Marketing Best practices Technology 96

DMG Consulting

APRIL 8, 2024

The difference is that customer expectations, employee requirements, and contact center dynamics are much more sophisticated and complex than in the past, driving the need for intelligent, adaptable, automated, and real-time-centric WFM capabilities. See Figure X.

Management 62

Management Gamification Contact Center Consulting 62

Vistio

MARCH 25, 2024

As AI’s impact continues to ripple throughout virtually every industry, one area where artificial intelligence (AI) has sparked a lot of optimizing is customer service, where CX leaders are imagining a world in which AI-powered chatbots can respond to any customer inquire through automated messaging services.

Customer Service 52

Customer Service Chatbots Scripts Analytics 52

Connect

OCTOBER 23, 2023

As competition for customer retention and loyalty intensifies, establishing a point of strategic differentiation through contact centre transformation will become a business imperative. Amid an explosion in digital engagement, modern consumers want to interact with businesses through their preferred communication platform or channel.

Average Handle Time 72

Average Handle Time CRM Virtual Agent Metrics 72

Connect

DECEMBER 11, 2023

Technology-enabled transformation is a growing trend as operators look to access the latest technologies shaping the contact centre of the future , with artificial intelligence (AI) a key strategic focus. Innovation in artificial intelligence (AI) presents an unprecedented opportunity to disrupt this prevailing norm.

Technology 93

Technology Average Handle Time Cloud contact First call resolution 93

ConvergeOne

FEBRUARY 28, 2023

While the barrier to entry may be lowered for business use, many businesses continue to struggle in their adoption of AI capabilities for various reasons. One of the most common reasons is a lack of understanding and comfort with artificial intelligence.

Technology 93

Technology 93

LiveVox

NOVEMBER 2, 2023

In the landscape of Artificial Intelligence (AI), ChatGPT emerged as a transformative force that is reshaping how businesses engage with customers and optimize their contact center operations. But what kind of AI is ChatGPT?

Contact Center 83

Contact Center Customer Experience 83

AWS Machine Learning

APRIL 18, 2024

With the newly launched Slack AI —a trusted, native, generative artificial intelligence (AI) experience available directly in Slack—users can surface and prioritize information so they can find their focus and do their most productive work. SageMaker JumpStart endpoints serving Slack business applications are powered by AWS instances.

Enterprise 98

Enterprise Analytics Metrics Accountability 98

SmartAction

JANUARY 11, 2024

A New Era in Customer Service Technology with NOVA : SmartAction’s NOVA platform represents the pinnacle of customer service technology, featuring advanced capabilities such as Natural Language Understanding (NLU), Natural Language Processing (NLP), and Natural Language Generation (NLG).

Virtual Agent 85

Virtual Agent Customer Service Call flow Self service 85

CSM Magazine

APRIL 22, 2024

At Sabio’s recent Disrupt event in London, a panel of experts from Sweaty Betty, Zuto, Transcom and Awaze shared insights on how they are leveraging new technologies such as artificial intelligence (AI) to revolutionise customer service and drive business growth.

outsourcing 52

outsourcing Engineering CRM Technology 52

TechSee

MARCH 7, 2022

Let’s start with the bottom line – keeping customers satisfied is the key to a successful and profitable business. Customer experience and engagement are not buzzwords – they are solid performance indicators that continue to gain traction and are a top priority for businesses. What is Customer Self Service? By 2025, 50.7%

Self service 109

Self service Virtual Agent Customer centricity Chatbots 109

TechSee

FEBRUARY 19, 2024

We will have to dive a bit deeper to understand if LLMs are truly capable of CX automation in your business. Furthermore, LLM-powered CX automation may not be capable or appropriate for handling all customer inquiries. Are LLMs the right way approach to CX automation? What other infrastructure and investments are required?

Virtual Agent 124

Virtual Agent Chatbots Enterprise Wait times 124

3CLogic

FEBRUARY 7, 2024

Native integration of cloud contact center capabilities with your CRM or service management platform streamlines operations by providing agents with all the information they need through a single offering and solution, reducing issue resolution times and improving personalized customer experiences. Why is that?

Contact Center 59

Contact Center Cloud contact CRM Self service 59

SmartAction

NOVEMBER 14, 2023

FORT WORTH, Texas, November 14 , 2023 SmartAction, a leading provider of AI-powered virtual agents for customer-obsessed brands, is thrilled to announce its recent recognition as the “Best Intelligent Virtual Agent Developer 2023 – USA” by New World Report in their prestigious Software and Technology Awards.

Virtual Agent 78

Virtual Agent Technology Contact Center Metrics 78

Upstream Works

NOVEMBER 30, 2022

In the early stages of the pandemic, business conditions became very fluid. As pandemic conditions led businesses to shift to work-from-home, many contact centers lacked the capability to properly support remote agents, making their jobs more difficult. Intelligent Contact Routing to Self-Service.

Customer Experience 78

Customer Experience Chatbots Contact Center Morale 78

The Northridge Group

JANUARY 18, 2023

A cutting-edge chatbot with advanced capabilities such as writing poems and software code, ChatGPT is capable of formulating human-like answers in seconds and its conversational style suggests a natural alignment with customer-facing channels, especially chat capabilities within contact centers.

Contact Center 117

Contact Center Healthcare Chatbots Accountability 117

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. Remembering that AI refers to human-level capability, it’s critically important to differentiate the ML model. But despite staggering advances in artificial intelligence, a computer has yet to pass the test.

outsourcing 52

outsourcing Technical Support Technology Personalization 52

TeamSupport

MARCH 7, 2024

In today's highly competitive business environment, a company's success hinges on its ability to provide effective customer support. Let's discuss how team collaboration and customer intelligence can enhance your team's performance. Let's discuss how team collaboration and customer intelligence can enhance your team's performance.

Best practices 52

Best practices Upselling Analytics Customer Support 52

TeamSupport

MARCH 7, 2024

In today's highly competitive business environment, a company's success hinges on its ability to provide effective customer support. Let's discuss how team collaboration and customer intelligence can enhance your team's performance. Let's discuss how team collaboration and customer intelligence can enhance your team's performance.

Best practices 52

Best practices Upselling Analytics Customer Support 52

Upstream Works

NOVEMBER 30, 2022

In the early stages of the pandemic, business conditions became very fluid. As pandemic conditions led businesses to shift to work-from-home, many contact centers lacked the capability to properly support remote agents, making their jobs more difficult. Intelligent Routing to Self-Service.

Customer Experience 78

Customer Experience Self service Contact Center Chatbots 78

JustCall

SEPTEMBER 8, 2023

As a part of the launch, we also introduced several new advanced AI capabilities. Staying true to our commitment to building the best in breed features for customer-facing teams, JustCall iQ brings powerful intelligence that’ll streamline workflows and promote purposeful conversations, eliminating guesswork.

Scripts 52

Scripts Coaching Analytics Sales 52

DMG Consulting

APRIL 8, 2024

Artificial intelligence (AI), automation, and the need for new capabilities to address asynchronous and digital interactions are driving a welcome transformation of these solutions. DMG Consulting’s annual global survey of contact center and CX leaders reveals a high level of interest in WFM capabilities for 2024.

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

AWS Machine Learning

APRIL 16, 2024

Generative artificial intelligence (AI) is transforming the customer experience in industries across the globe. They’re often used with highly sensitive business data, like personal data, compliance data, operational data, and financial information, to optimize the model’s output.

Engineering 116

Engineering Personalization Accountability Customer Experience 116

Inbenta

NOVEMBER 29, 2022

In response to this, many businesses, healthcare providers, and more have turned to chatbots to provide a quick and efficient response. There’s been a lot of talk about Artificial Intelligence (AI), but what does this mean for chatbots? Multi-lingual capabilities. Personalization and transactional intelligence.

Chatbots 90

Chatbots Customer Experience Healthcare Personalization 90

TeamSupport

DECEMBER 8, 2023

As customer expectations continue to rise, businesses must invest in robust customer support software to streamline interactions, enhance efficiency, and ultimately build lasting relationships. Consider the size of your business and your support team. Scalability Opt for customer support software that can grow with your business.

Customer Support 105

Customer Support Analytics Upselling Customer centricity 105

3CLogic

JANUARY 9, 2024

According to IDC research, most customers will not interact with businesses that aren’t contextually aware. The answer lies in embracing advanced contact center technologies that seamlessly integrate AI and automation capabilities within your existing solutions and workflows.

Contact Center 52

Contact Center Interactive Voice Response Self service CRM 52

AWS Machine Learning

OCTOBER 31, 2023

This post was co-written with Anthony Medeiros, Manager of Solutions Engineering and Architecture for North America Artificial Intelligence, and Blake Santschi, Business Intelligence Manager, from Schneider Electric. The Flan-T5 models are instruction-tuned and therefore are capable of performing various zero-shot NLP tasks.

Healthcare 98

Healthcare APIs Engineering Accountability 98