TechSee

MARCH 21, 2024

Over the last 12 months, our new AI-powered streamlined fiber customer installation solution has helped leading telecoms across North America automate millions of self-installs. By popular demand, we are now offering this AI-automated guided flow as a packaged solution.

Self service 124

Self service APIs Upselling Contact Center 124

Beyond Philosophy

AUGUST 4, 2022

Artificial Intelligence (AI) is such a promising technology. We discussed this on a recent podcast with our guest, Broderick Turner, Ph.D., Assistant Professor of Marketing at Virginia Tech. We discussed this on a recent podcast with our guest, Broderick Turner, Ph.D., Assistant Professor of Marketing at Virginia Tech.

Technology 370

Technology Engineering Marketing Consulting 370

Vistio

APRIL 22, 2024

The allure of AI in contact centers is undeniable. From automating routine tasks to providing personalized recommendations, AI promises to revolutionize how businesses interact with their customers. However, the rush to incorporate AI into customer-facing roles has led to some high-profile mishaps.

Contact Center 52

Contact Center Agent Empowerment Best practices Chatbots 52

TechSee

FEBRUARY 19, 2024

Customer experience automation is rapidly evolving, reshaping how companies engage with customers and clients. LLM-powered virtual assistants, chatbots, and virtual agents promise to become the new faces of customer experience automation. Are LLMs the right way approach to CX automation?

Virtual Agent 124

Virtual Agent Chatbots Enterprise Wait times 124

Connect

APRIL 18, 2024

Applying artificial intelligence (AI) in the contact centre has emerged as a prolific trend as the hype around Generative or Gen AI – the next iterative advancement in the technology – gathers pace. However, Gen AI is not a plug-and-play solution. As such, the journey to Gen AI requires careful planning and implementation.

Virtual Agent 74

Virtual Agent Chatbots Average Handle Time Engineering 74

TechSee

SEPTEMBER 21, 2023

Generative AI will be transformative for every enterprise. However, today’s early Generative AI solutions lack context, and deliver a poor user experience. These are the keys to unlocking mainstream adoption of Generative AI for service and CX. Using Generative AI should be as natural as chatting with a friend.

Engineering 109

Engineering Enterprise Chatbots Self service 109

ShepHyken

SEPTEMBER 22, 2023

This week, we feature an article by Prabhjot Singh at Knowmax , a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023.

Customer Service 151

Customer Service Chatbots Self service Customer Care 151

The Northridge Group

APRIL 15, 2024

In our 3-part series: People, Process, & Technology — and the Intersection of AI, we have asked industry leaders in technology, people and process management to explain what AI is, what it isn’t, and how it can be a benefit (and a curse) in each area. Part 2: AI and Business Processes: How can it help?

Technology 122

Technology Brand ambassadors Contact Center Multichannel 122

Fonolo

FEBRUARY 29, 2024

With the labor shortage, a workforce in transition, and the dynamic (but disruptive) impact of AI, managing a contact center in 2024 can be a real workout. Make sure you let your customers know about your efforts. Talk about them in your consumer-facing marketing because customers care about security.

Contact Center 87

Contact Center Call Center Self service Customer Care 87

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

Comm100

APRIL 10, 2024

AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. In this article, we will discuss how the combination of AI and human intuition can be applied to a range of sectors to help solve problems preemptively.

Customer Service 84

Customer Service Chatbots Analytics Big data 84

CSM Magazine

APRIL 16, 2024

It’s undeniable that artificial intelligence (AI) has swiftly risen to become a powerful force in numerous industries and the world of online casinos isn’t left behind. Through AI, casinos are able to decode player behavior and preferences. A casino’s reputation hinges on the quality of its customer support.

Customer Experience 52

Customer Experience Wait times Chatbots Customer Support 52

SmartAction

APRIL 11, 2024

Virtual voice agents can be a blessing or a curse for your customers. 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. and switching to your competitor. The solution?

Virtual Agent 67

Virtual Agent Interactive Voice Response Call flow Contact Center 67

Outsource Consultants

JULY 25, 2023

With its ability to mimic human intelligence and process vast amounts of data, AI is transforming the way call centers operate. A variety of AI technologies are being integrated into the call center industry, from Interactive Voice Response systems to chatbots and AI-assisted agents.

Call Center 128

Call Center Interactive Voice Response Technology Chatbots 128

Fonolo

DECEMBER 8, 2023

Today’s trends are tech-driven Today’s top customer service story is all about technology. We live in an era of big data, AI, and automation, and the trends that matter in CX this year begin with the abilities – and pain points – ushered in by this technology. In a tight labor market, this is a very big deal.

Contact Center 81

Contact Center Big data Chatbots Scripts 81

ShepHyken

AUGUST 6, 2023

Each week, I read many customer service and customer experience articles from various resources. 25 Ways to Proactively Spot Your Customers’ Pain Points by Call Centre Helper Magazine (Call Centre Helper Magazine) When struggling to deal with customer demand, a lot of contact centres try to recruit more people.

Customer Service 156

Customer Service B2C Customer retention Government 156

CSM Magazine

APRIL 17, 2024

In today’s always on economy, customer experience managers face the challenge of meeting consumer expectations round-the-clock. Enter chatbots – the tireless, automated assistants revolutionizing customer service. Robust Analytics Chatbot analytics are invaluable for customer experience managers.

Chatbots 52

Chatbots Analytics Accountability Feedback 52

TechSee

NOVEMBER 10, 2020

The discussion around how to reduce customer service costs is not a new one. For decades, service organizations have been proposing innovative ways to cut operational costs in customer service: Let employees bring their own coffee? ??. Shut down live assistance channels? How to Reduce Customer Service Costs Sustainably.

Customer Service 207

Customer Service Self service Average Handle Time Contact Center 207

Zappix

APRIL 11, 2024

In today’s rapidly evolving landscape, the utility industry faces unprecedented challenges and opportunities. Fortunately, the integration of digital engagement and agent assistant tools offers a transformative solution, revolutionizing the customer experience and enhancing operational efficiency across the board.

Self service 52

Self service Chatbots Accountability Analytics 52

COPC

OCTOBER 26, 2023

AI is advancing rapidly and will have a revolutionary impact on customer experience. The potential of AI to enhance customer engagement, streamline operations, and foster efficiency is undeniable. We begin by laying the groundwork with a comprehensive review of AI terminologies.

Technology 77

Technology Customer Experience APIs Consulting 77

JustCall

AUGUST 8, 2023

But you can avoid the mindless note-taking that comes with it—with an AI meeting assistant. In this guide, we will decode virtual meeting assistants and how you can use them to be more productive and multitask without losing your mind (or time). What Is an AI Scheduling Assistant? Let AI do the grunt work for you!

Accountability 52

Accountability Feedback Personalization Marketing 52

VirtualPBX

AUGUST 24, 2023

This article explores key trends driving the future of VoIP, including the integration of AI and chatbots, the evolution of video conferencing, and the game-changing impact of 5G technology. AI and chatbots integrated into VoIP enhance user experiences and simplify communication. AI-driven systems can help craft call routing flows.

voip 94

voip Chatbots Healthcare Customer centricity 94

SmartAction

NOVEMBER 8, 2023

Virtual voice agents can be a blessing or a curse for your customers. 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. and switching to your competitor. The solution?

Virtual Agent 86

Virtual Agent Interactive Voice Response Call flow Contact Center 86

TechSee

MARCH 2, 2023

With new AI capabilities and compelling use cases being demonstrated daily, the service industry looks forward to a new generation of AI providers that answer their needs for high-quality service automation. Can you customize the AI technology to meet the specific needs of our business and industry? If so, how?

Enterprise 109

Enterprise Coaching Chatbots Self service 109

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. This can directly lead to improved customer satisfaction, increased sales, and more repeat business. Understanding the challenges Agents commonly face a multitude of challenges that can impede their performance.

Chatbots 52

Chatbots Feedback Customer centricity Wait times 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

CSM Magazine

JUNE 1, 2023

Mike Myer, CEO of Quiq, explores the impact of ChatGPT on the world of customer service. To be useful in a business context, the AI underlying ChatGPT must be embedded in the applications and workflows business people use every day, not a remote text box on a third-party website. The latest AI isn’t a tech fad that will pass.

Customer Service 105

Customer Service Chatbots Surveys Technology 105

SmartAction

NOVEMBER 15, 2023

In today’s fast-paced business landscape, customer self-service has become a pivotal aspect of delivering exceptional customer experiences. As we look towards 2024, the world of customer self-service is at a crossroads, with new challenges and opportunities on the horizon. Key Trends in Customer Self-Service 1.

Self service 97

Self service Virtual Agent Chatbots Analytics 97

TechSee

JUNE 25, 2019

Artificial intelligence (AI) – the science that deals with the creation of human-like learning and reasoning capabilities – has been catapulted into the spotlight in recent years. It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers.

Technology 122

Technology Customer Service Gamification Contact Center 122

Balto

JULY 27, 2023

Contact center AI solutions are certainly not new, but the recent boom in AI interest does have people talking. But while contact center leaders are considering AI and may be rushing to implement it now, it will take time to actually get it right. If you don’t want to read them, check out our webinar recording here !)

Contact Center 52

Contact Center Call flow Interactive Voice Response Metrics 52

JustCall

APRIL 3, 2024

It shows more customers are interested in your product or service. But, it also leads to chaotic calls and handling long call queues for customer support and sales teams. It can further lead to a dip in customer experience and a shrinking ROI. When a call surge hits, your sales and customer service teams bear the brunt.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

JustCall

SEPTEMBER 8, 2023

We’re turning the page to an exciting new chapter in customer communications! Last month, we rolled out new feature packages and pricing plans with a vision to help our customers work more efficiently and get the maximum value out of their tech investments. AI has been taking the world by storm and for all the right reasons.

Scripts 52

Scripts Coaching Analytics Sales 52

TeamSupport

FEBRUARY 12, 2024

Selecting the right customer support solution can feel like a daunting task, especially with so many options available in the market. However, it's a crucial decision that can significantly impact the success of your customer service department and, consequently, your business at large.

Customer Support 52

Customer Support Banking Analytics Customer Service 52

TechSee

JUNE 1, 2021

What is Gig Customer Service? This gig-based economic format has spread to the customer service function – known as GigCX – where freelance customer support agents are sourced to perform on a per-task basis. The good news is, many of these hurdles can be overcome using visual assistance. What is Visual Assistance?

Customer Service 109

Customer Service Upselling outsourcing Self service 109

SmartAction

JUNE 30, 2023

When it comes to customer service, most people believe that good customer service means receiving timely assistance to resolve any issues that may arise with a product or service. However, there is a deeper definition of customer service that many people fail to consider, and that is the overall customer experience.

Customer Experience 83

Customer Experience Customer Service Virtual Agent Self service 83

Taylor Reach Group

SEPTEMBER 6, 2023

by Colin Taylor The rapid advancement of conversational AI has had a profound impact on various industries, and one arena that has been significantly affected is the contact center industry. These systems aimed to streamline customer interactions by automating routine inquiries.

Contact Center 65

Contact Center Interactive Voice Response Self service Chatbots 65