customer-intelligence 
ShepHyken
JANUARY 22, 2024
Artificial intelligence (AI) plays a critical role in analyzing and improving customer service. AI can offer companies access to valuable insights into customer behavior and preferences, adding value to the customer journey. Plus, Shep and Anuj share their predictions on the future of customer service and experience.
Callminer
DECEMBER 27, 2023
Understanding how customers use and feel about the products they buy is critical. This blog looks at how product intelligence can help companies make better decisions about products and improve CX.
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ShepHyken
APRIL 29, 2022
He shares how organizations can use data and AI-powered tools to benefit customers. As I write this, I’m using web-based artificial intelligence (AI) transcription software called Otter to help me turn recorded audio interviews into a text transcription. Great customer service is fabulous marketing. It’s the human thing to do.
Callminer
SEPTEMBER 29, 2022
Artificial intelligence is a powerful tool for understanding and improving customer experiences. Read on to learn our suggested methods for incorporating this technology into your contact center.
Speaker: Jeremy Watkin, Director of Customer Experience at FCR
In this webinar, Jeremy Watkin aims to refocus our energies on improving the agent experience and talks about how artificial intelligence and better integration between the variety of tools in your support tech stack can help. By the end of this webinar, you will know: If your organization is ready to implement AI.
Callminer
AUGUST 15, 2023
Forrester Research has named CallMiner the Leader in The Forrester Wave™: Conversation Intelligence for Customer Service, Q3 2023 report, receiving top scores in current offering and strategy.
Callminer
OCTOBER 5, 2022
It’s time organizations view surveys as only one customer feedback channel – not the only channel. Read on for three conversation intelligence use cases to upgrade your feedback mechanism.
Advertiser: ZoomInfo
Marketing and sales teams are feeling pressured to deliver authentic messaging to buyers at every point of their customer journey. Insights detailed within this report include: Tools marketers are using to gain deeper intelligence on current and prospective customers for better targeting and messaging.
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What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.
Advertiser: Interactions LLC
There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done.
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast
In today's customer experience environment, many customers are looking to get immediate answers without having to talk to a live person. With so many options out there, how can you successfully add an Intelligent Virtual Assistant (IVA) to the phone channel to help your customers serve themselves?
Speaker: Brian Morin & Helena Chen from SmartAction
More and more customers are looking to solve their own issues without human intervention. Some customer service interactions require a human —but just because some calls must be transferred to a live agent doesn’t mean they can’t all begin with AI. Only 25% of the call is valued customer interaction. Self-service is on the rise.
Advertiser: ZoomInfo
Looking for tools to surface the voice of your customer? Has Conversation Intelligence (CI) been discussed in your organization, but you don’t know where to start? In this eBook, we’ll cover: The history of Conversation Intelligence. Conversation Intelligence defined and how it impacts your business.
Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX
Practicing empathy is not only foundational to good customer service––it improves customer satisfaction. Emotional Intelligence provides a framework for understanding and managing human emotions. This webinar will cover: Why it’s important for contact centers to understand and practice customer empathy.
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