Fonolo

JANUARY 10, 2023

Wondering how to use artificial intelligence (AI) in your call center? For some, there’s nothing to see but opportunity, and they want to discover everything they can about AI technology for their contact center. . AIs can also understand and even translate languages. There are so many questions — and some concerns, too.

Call Center 91

Call Center Interactive Voice Response Average Handle Time First call resolution 91

GetFeedback

FEBRUARY 4, 2019

You’ve completed your live chat survey implementation and now you’re receiving valuable live chat survey data. Here at GetFeedback, we ran into the same situation when we applied our own live chat survey tool into our customer support feedback program. Gathering live chat survey data . Live chat support can be tricky.

Surveys 74

Surveys Feedback Accountability Engineering 74

SmartAction

JUNE 9, 2023

Examples of Conversational AI How does Conversational AI work? Systems utilizing these advanced algorithms and deep learning techniques can understand, interpret and respond to human queries. These responses can provide information and assistance, and perform tasks. Gradient Text How Does Conversational AI Work?

Virtual Agent 74

Virtual Agent Chatbots Self service Feedback 74

Comm100

MAY 20, 2022

To match customer expectations, organizations must adopt a digital-first approach to customer experience (CX) and put the most popular customer service channel at the core – live chat. This guide will provide a comprehensive overview of live chat, explaining the who, what, when, where, and why of live chat software.

Wait times 72

Wait times Benchmark Sales Personalization 72

ViiBE Blog

FEBRUARY 28, 2022

ViiBE Blog How can live chat integration with co-browsing improve CX? Download now Live chats are confidently becoming an essential tool for any digital business. Therefore, CRM specialists have to be empowered with tools that would provide rapid solutions and increase customer satisfaction.

CRM 52

CRM Metrics First call resolution Accountability 52

Solvvy

OCTOBER 30, 2020

If customer problems require the attention of a support agent, a less than immediate response may lead to an abandoned cart or loss of renewal. In some cases, your product or service requires how-tos in order to maximize customer experience. If a problem requires agent support, Journeys ensure a fast and efficient response.

Customer Service 48

Customer Service Chatbots Self service Analytics 48

CSM Magazine

FEBRUARY 17, 2022

As a result, companies will begin to prioritise new platforms and methodologies that can support flexible and agile working for the long-term. One example is the use of brand advocates and gig customer service experts who can provide global 24/7 customer service. Arguably, in 2021 the industry experienced a seismic shift.

Customer Service 98

Customer Service Chatbots Customer Care B2B 98

Comm100

AUGUST 5, 2020

Only 35% of customers are willing to wait 30-60 seconds for a response on live chat. On the surface, these ‘lost’ customer engagements may not seem especially important, but their impact can go far beyond slight frustration. So how can your team reduce wait times and give your customers the immediate attention they expect?

Wait times 52

Wait times Interactive Voice Response Customer Service Chatbots 52

Select VoiceCom Blog

JUNE 13, 2023

In fact, 64% of business owners believe AI can enhance customer relationships. A study can attest to this, with around 75% of companies saying they’re satisfied with chatbot integration. They can now focus on tasks that will add value to the company, such as business and brand development.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Chatbots Best practices 52

ChurnZero

DECEMBER 21, 2022

It means one train can hide another. You can find companies where if you just look at the net expansion rate, you go, wow, it’s 125%. One train can hide another.”. 2/ From overwhelmed to over quota: How to be a more effective CSM. It can actually impact your mental health. 2022 was a tireless year.

SaaS 98

SaaS Benchmark Metrics Consulting 98

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. Bill Quiseng CX Expert, Speaker & Consultant. Shep Hyken , CS & CX Expert, Keynote Speaker, and NYT Bestselling Author at hyken.com. Read the Full Industry Report Here: Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Skybridge

MAY 20, 2020

The pandemic has driven monumental changes in how people live, how communities function, and how businesses around the globe operate. AI-Assisted Humans Deliver CX Excellence. These lessons and cost-savings will not suddenly get unlearned once the virus has been brought under control. And we were right.

Call Center 52

Call Center Coaching Customer Care Healthcare 52

Skybridge

MAY 20, 2020

The pandemic has driven monumental changes in how people live, how communities function, and how businesses around the globe operate. AI-Assisted Humans Deliver CX Excellence. These lessons and cost-savings will not suddenly get unlearned once the virus has been brought under control. And we were right.

Call Center 52

Call Center Coaching Customer Care Healthcare 52

NobelBiz

JANUARY 23, 2024

This article will delve into the world of Customer Support as a Service (CSaaS) , exploring the nature, types, and the profound impact it can have on your contact center. How CSaaS Differs from Traditional Customer Support Traditional customer support often involves in-house teams, limited by resources and scalability.

Customer Support 52

Customer Support Contact Center contact center solutions outsourcing 52

CSM Magazine

JUNE 7, 2022

As contact centres embrace the world of remote and hybrid working, Rob Crutchington, Managing Director of Encoded, discusses how the cloud, open banking and the latest SCA regulations help protect the customer, agents and merchants when taking payments. There has been a rapid change in recent years in how people live and work.

Banking 52

Banking APIs Interactive Voice Response Surveys 52

ChurnZero

NOVEMBER 6, 2020

As you stand up your Net Promoter Score ® (NPS) program and responses start flowing in, it can be exciting to read the feedback and calculate your NPS score. Sure, a positive number is positive, and a negative number is, well, negative, but how do you know when your NPS is good, and when it has room for improvement?

Benchmark 58

Benchmark Surveys Enterprise Analytics 58

NobelBiz

JULY 4, 2023

The efficiency and efficacy of your agents can significantly affect your company’s bottom line. The key to all of that data and finding what’s important in it is really the way you get efficient and the way you don’t interfere with people’s lives, but you communicate with them when you need to.

Call Center 52

Call Center Contact Center First call resolution Construction 52

Avaya

FEBRUARY 7, 2017

With digitization proven to enhance business outcomes, cost savings, and CX possibilities, implementing a digital strategy seems to be a no-brainer today. This without question includes the hospitality industry, where hoteliers are working overtime to stay ahead of today’s rapid pace of innovation. So, how can hotels stay ahead?

Entertainment 55

Entertainment Upselling Call Center Self service 55

Vistio

MAY 28, 2022

So Erica, can you give our listeners and readers some insight into your background, where you started, and how you got to where you are today? I wore quite a few different hats, but my primary responsibility there was implementation. How many people, what’s the right team structure, the process, the tools.

Customer Experience 52

Customer Experience Contact Center SaaS Technology 52

Infinity

OCTOBER 20, 2019

And, with 56% of CEOs claiming that a digital enhancement has contributed to annual revenue growth 2 you can see why. What effect has the tech tsunami had on the contact centre, and how is in the industry managing to keep up? This now translates to how people relate to companies and is no different for contact centres.

Chatbots 40

Chatbots Consulting Consulting Banking 40

Taylor Reach Group

JUNE 20, 2017

This discussion examines chat in the Contact Center, highlights the many advantages of Live Chat, presents some caveats and looks to the future of this technology in the Call Center and Contact Center. Our team of experts had many insights on the topic of live chat, and so, we are rolling out our insights in a 3-part series.

Contact Center 62

Contact Center Consulting Consulting Healthcare 62

Vistio

APRIL 2, 2022

Today we have on the pod, Michele Rowan, who is a CX executive with 20-plus years of experience in strategy, implementation, and optimization, both of US and international support. Can you give our listeners and our readers some insight into your background? Listen to the full episode here: Welcome to the pod, Michele. Really quick.

Contact Center 52

Contact Center Real estate Customer Service Self service 52

Comm100

AUGUST 1, 2018

The picks on this month’s series of best CX Posts cover a wide variety of topics focused mostly on the future of customer experience and the trends that are shaking up the industry. It is important to first define the responsibilities assigned to different levels starting with the frontline team, then management up to the executive.

Customer Experience 40

Customer Experience Feedback Best practices Customer retention 40

CX Journey

NOVEMBER 28, 2014

Soaked and shivering, we barely celebrate reaching the top of this Munro with withered high fives and stiff summit photos before (finally) wrestling our way into our full waterproofs and beating a rapid retreat from our new-found North Atlantic hell. Ok, but this is how we did it at my old company." "My We don’t need a survey.

Morale 63

Morale Journey mapping Construction Surveys 63

Callminer

FEBRUARY 23, 2021

COVID-19 led to new realizations about how call centers need to operate, including a shift to remote work , system-wide stressors and important shifts in customer experience and service expectations among consumers. “Call centers can leverage several autonomous and semi-autonomous AI functions to streamline internal processes.

Call Center 376

Call Center Technology Banking Contact Center 376

AWS Machine Learning

NOVEMBER 15, 2023

In this post, we demonstrate how data aggregated within the AWS CCI Post Call Analytics solution allowed Principal to gain visibility into their contact center interactions, better understand the customer journey, and improve the overall experience between contact channels while also maintaining data integrity and security.

Analytics 110

Analytics Interactive Voice Response Average Handle Time Contact Center 110

JustCall

APRIL 23, 2024

But Convoso has limited integrations and at a flat fee of $90 per month, can be heavy on the pocket. Thinking of bringing in a predictive dialer for your business? Not sure what’s the best predictive dialer to invest in? We’ve got you covered! However, it lacks advanced features, which doesn’t really justify the $100+ price point per user.

call center software 52

call center software Sales CRM Analytics 52

Playvox

MARCH 19, 2024

Generative AI technologies truly have the power to change how we work and our ability to deliver a stellar customer experience (CX). Artificial intelligence is integrated into our personal and work lives in some obvious and not-to-obvious ways. It is influencing what we see on social media and when researching “how to” at work.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

3CLogic

JANUARY 24, 2024

When integrated with your customer engagement platforms, such as ServiceNow or SAP, the AI can perform repetitive and mundane tasks — such as answering password reset requests or ticket status updates — making it possible to deliver outstanding service to an increased number of customers, without the need for additional agent headcount.

Contact Center 64

Contact Center Virtual Agent Self service CRM 64

Comm100

DECEMBER 14, 2022

Customer experience (CX) is the convergence of three elements – human, process, and increasingly, technology. Customer experience automation (CXA) refers to delegating routine CX tasks to specialized software instead of staff. What is customer experience automation? And CXA does more than just change customer perception.

Customer Experience 52

Customer Experience Chatbots Feedback Self service 52

ClearAction

JULY 11, 2023

Experience Management: how we rescue value and create value toward a 1-to-1 ratio for customers’ realities vs. expectations. Target customers whose expectations can be met regularly by your enterprise. It’s these work groups’ responsibility to manage expectations! How are you monitoring and motivating that?

Customer Service 48

Customer Service Enterprise Consulting Consulting 48

Babelforce

NOVEMBER 16, 2022

In this article: How does the downturn affect customer service and CX teams? In this article: How does the downturn affect customer service and CX teams? Good CX, a healthy bottom line, new investments. How does the downturn affect customer service and CX teams? What’s going on in the world?

Personalization 52

Personalization Customer retention Customer Experience Customer Service 52

Talkdesk

MAY 29, 2020

Hostetter and Barbarich share how they reacted to rapidly changing conditions and leveraged Talkdesk to keep service operations up and stay connected with their customers. Talkdesk Studio — an intuitive Interactive Voice Response (IVR) and routing designer — provided added operational agility.

Interactive Voice Response 71

Interactive Voice Response Call flow Self service Contact Center 71

JustCall

APRIL 5, 2023

However, an opaque pricing process and lack of flexibility can make users skeptical. Monitor, whisper, or barge – Monitor live agent calls and provide help through whispers or by joining the call in real-time. Automatic saving of customer details – Calls, texts, voicemails, etc. 5 stars.

voip 52

voip Interactive Voice Response APIs Contact Center 52

NobelBiz

FEBRUARY 22, 2023

But how can these brands rekindle the enchantment in the consumer experience? And how can you make customers desire to rediscover the joy of shopping when bad news and new digital habits influence their behavior? The pandemic has had an impact on the relationship between brands and customers.

Contact Center 52

Contact Center Customer centricity Analytics Abandon rate 52

NobelBiz

FEBRUARY 22, 2023

But how can these brands rekindle the enchantment in the consumer experience? And how can you make customers desire to rediscover the joy of shopping when bad news and new digital habits influence their behavior? The pandemic has had an impact on the relationship between brands and customers.

Contact Center 52

Contact Center Customer centricity Analytics Abandon rate 52

SmartAction

JANUARY 28, 2019

Level Setting at a Time of Rapid Change. AI-powered virtual agents present significant potential to improve the customer experience (CX) in the contact center. Why then does it seem that AI is only now being inserted into CX in such valuable ways? Automate More with AI-Powered Virtual Agents. Short and Long-Term Memory.

Virtual Agent 49

Virtual Agent Interactive Voice Response Self service Contact Center 49