Lumoa

AUGUST 8, 2023

By understanding the key insights hidden within your survey data, you can address specific customer concerns, tailor your products and services to meet their needs and stay ahead of the competition. This feedback helps inform how they operate going forward.

Surveys 83

Surveys Feedback Banking Best practices 83

TechSee

AUGUST 14, 2023

They are “the ones to watch” and we recommend you follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events. If you missed the 2022 list, you can check it out here. Their knowledge and impact is constantly reshaping the service industry.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

JivoChat

JUNE 27, 2023

Do you know about AI website builders? 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. Check out the article to discover more about it.

Analytics 75

Analytics Advertising Personalization Self service 75

COPC

JANUARY 15, 2024

has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we explore how organizations can reduce early attrition. This second installment of the series will offer insights into onboarding best practices for new employees.  Training must be continuous.

Best practices 78

Best practices Employee engagement Coaching Feedback 78

AWS Machine Learning

MAY 22, 2023

Generative AI is in the midst of a period of stunning growth. LLMs are models composed of billions of parameters trained on extensive corpora of text, up to hundreds of billions or even a trillion tokens. The power of LLMs comes from their capacity to learn and generalize from extensive and diverse training data.

APIs 88

APIs Scripts Metrics Accountability 88

Inbenta

DECEMBER 21, 2023

Generative AI has caught the attention of consumers and businesses the world over. Many see Generative AI as a revolutionary new way to create novel content, speed up content development timelines, and act as a sorting tool capable of surfacing answers instantly. What is Generative AI? How Does a Large Language Model Work?

Chatbots 52

Chatbots Scripts Enterprise Engineering 52

The Northridge Group

MAY 2, 2023

This article was originally published on Contact Center Pipeline and can be viewed here. Will, and How, This New Technology Model Help Contact Centers? Open AI has developed what is known as open domain bots that can understand nearly any question related to the subject matter of their design – in this case conversations.

Contact Center 67

Contact Center B2C Chatbots B2B 67

Global Response

FEBRUARY 28, 2024

In this article, we’ll explore why you need call center services, how they will benefit your business, and how to choose the right one. Call centers provide 24/7 access to trained professionals specializing in customer care. As your business grows, the need for customer support will also increase.

Call Center 62

Call Center Customer Experience outsourcing Brand ambassadors 62

AWS Machine Learning

DECEMBER 12, 2022

Amazon Comprehend is a natural language processing (NLP) service that uses machine learning (ML) to discover insights from text. We recently added Amazon Comprehend related notebooks in Amazon SageMaker JumpStart notebooks that can help you quickly get started using the Amazon Comprehend custom classifier and custom entity recognizer.

APIs 74

APIs Accountability Enterprise Metrics 74

NobelBiz

JANUARY 23, 2024

As a call center owner, manager, or supervisor, are you grappling with the challenges of elevating customer satisfaction, retention and boosting lead generation? 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.

Customer Support 52

Customer Support Contact Center contact center solutions outsourcing 52

Inbenta

OCTOBER 30, 2023

Generative AI has caught the attention of consumers and businesses the world over. Many see Generative AI as a revolutionary new way to create novel content, speed up content development timelines, and act as a sorting tool capable of surfacing answers instantly. What is Generative AI? How Does a Large Language Model Work?

Chatbots 52

Chatbots Scripts Enterprise Engineering 52

SharpenCX

JULY 26, 2023

Every call your contact center receives brings heaps of data with it: customer information, customer preferences, product insights, customer satisfaction scores, and much more. It’s what you do with this data that makes it valuable. But perhaps you’re sitting on all of your call center data.

Call Center 67

Call Center Contact Center Contact center software Coaching 67

DMG Consulting

AUGUST 10, 2023

Real-Time Guidance Is Key to a Great Service Experience View this article on the publisher’s website. Real-time guidance and NBA tools give agents the insights they need to elevate each customer interaction from an information-gathering and delivery exercise to a problem-solving and relationship-building session.

Upselling 48

Upselling Scripts Average Handle Time Coaching 48

JustCall

AUGUST 7, 2023

Artificial Intelligence, or AI, as it is commonly known, is everywhere. AI tools like ChatGPT, Dall-E2, and Lumen5 are on the stakeholder’s agenda. Despite how actively businesses want to use custom AI solutions, they are still weary of its (possible) negative impact. But First, What is AI?

Chatbots 52

Chatbots Enterprise Finance Government 52

ConvergeOne

JULY 26, 2022

This article originally appeared in VentureBeat. Much of the development and improvements we’ve seen in the healthcare industry today as compared to 20, 10, or even five years ago, have been a direct result of technological innovation. What can AI do? How will this technology ultimately benefit my patients?

Healthcare 88

Healthcare Government Technology Chatbots 88

Playvox

JUNE 7, 2023

I would explain that it means creating schedules, but it’s so much more. To make all this happen, you have to look at the situation from various angles. From the business’s viewpoint, ask yourself: When do we get our most interactions? They’ll have questions like: Why do I have this schedule? Why Do You Need WFM?

Management 52

Management Contact Center Abandon rate Metrics 52

Natalie Petouhof

AUGUST 15, 2022

Original Article by Ginger Conlon. It involves capturing not just what people tell us, but also how they’re interacting with our customer experience channels and how they feel doing this. Ideally, listening uses advanced analytics and artificial intelligence (AI) to uncover issues and opportunities.

Customer Experience 52

Customer Experience Analytics Big data Surveys 52

aircall

AUGUST 14, 2022

It’s a surefire sign that you’re doing things right, providing a high standard of customer service quality , and delivering a product people want. . When everything is going so well, it feels like the last thing you want to do is change it. As a business grows, so do its products and services. It’s not always easy though.

Customer Support 117

Customer Support Benchmark CRM Chatbots 117

Nicereply

APRIL 5, 2023

AI-powered solutions are, and shaping a new era of personalized, seamless, and efficient interactions. Let’s dive into how AI transforms the customer experience and all factors that influence it. Uber : Uber’s platform leverages AI in its customer service segment to offer effective chatbot assistance with various requests.

Customer Experience 59

Customer Experience Interactive Voice Response Chatbots Real estate 59

Global Response

OCTOBER 17, 2023

Bad news first: data breaches are costly, and they’re becoming more and more common. According to research from IBM , the average global cost of a data breach in 2023 was $4.45 billion compromised accounts and records due to data breaches in 2023 alone. Let’s take a look at how to protect vulnerabilities present in each model.

Call Center 62

Call Center outsourcing Technology Finance 62

CSM Magazine

JANUARY 19, 2023

Contact centres are giant candy stores full of rich, tempting data but how do you choose and where do you begin? Jim Davies shares five delicious tips for mastering effective data collation and optimisation. Our sweets are our data sources. Aim for seamless data.

Coaching 52

Coaching Chatbots Analytics Customer centricity 52

aircall

JANUARY 21, 2022

After decades of technological innovation and two years of pandemic disruption, closing a deal today is about so much more than picking up the tab. . In 2022, which sales trends do you need to stay on top of to set your team up for sales success? But with more business apps available than ever, where do you start?

Sales 62

Sales CRM Scripts Coaching 62

Global Response

JULY 30, 2023

At some point, call centers will need to take chatbots seriously, considering: Can chatbots speed up our workflows and operational efficiency? The Advantages of Using Chatbots in Call Center Services It seems like chatbots are a must in today’s call center environment—but what benefits do they really provide? 24/7 customer support.

Chatbots 62

Chatbots Call Center Self service Personalization 62

Peter Lavers

SEPTEMBER 21, 2017

The marketing and commerce landscape has changed dramatically in recent years, and is set to continue to do so. This involves a deep understanding of customer needs and innovating to find new ways to meet those needs economically and reliably. It’s often NOT YOU!! Personalization”, however, is much more difficult.

Marketing 113

Marketing Personalization Technology Consulting 113

Global Response

MARCH 20, 2023

In this article, we’ve gathered tried-and-true techniques from our team of experts to help you calculate—and reduce!—your How to Calculate Your Average Handle Time Calculating Average Handle Time (AHT) is pretty straightforward. Not even company factors after-call work (ACW) into their AHT calculation, but we do recommend it.

Average Handle Time 62

Average Handle Time Scripts Call Center Interactive Voice Response 62

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? In this article, we will explore proven strategies and techniques to help you unlock the full potential of your team and achieve stellar performance. Look no further!

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Global Response

DECEMBER 13, 2022

Focusing on how to improve customer experience is critical to business strategy. The problems you solve, the services you provide, and the products you create all take into account your customer’s goals, needs, and desires. 54% of US consumers say most companies need to improve their customer experience.

Customer Experience 71

Customer Experience outsourcing Average Handle Time Personalization 71

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. I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.”.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Callminer

AUGUST 1, 2017

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Interaction Metrics

JUNE 19, 2020

Geoff Colvin writes in ‘The Simple Metric That’s Taking Over Big Business’ (May 2020, Fortune magazine) the star of Net Promoter is its follow-up question, usually stated as something like ‘How could we improve? Or, ‘Why did you give that score?’. AI-based Text Analytics. So what do you do with the verbatims?

Surveys 62

Surveys Analytics Metrics B2B 62

Global Response

JULY 17, 2023

The data is clear: the majority of companies—59% —outsource some elements of their operations as a cost-saving tactic. But how does outsourcing actually save you money? To some degree, it depends on what you outsource. Leverage technology for automation.

Call Center 62

Call Center outsourcing Upselling Self service 62

Fonolo

AUGUST 29, 2019

Every year we ask: What can contact centers do to bolster their productivity, efficiency, and customer service offerings in the future? How can they survive and thrive in the face of so many variables? This year’s soundbites are rich with well-researched insights that a) act as a warning; and b) can help your contact center win.

Contact Center 121

Contact Center Self service Call Center Chatbots 121

Global Response

MARCH 27, 2023

As the recent data highlights: 86% of customers would leave a brand they were previously loyal to after just a few bad experiences, with 62% saying just one bad experience is enough to dissuade their loyalty. How can brands deliver great service in today’s world? Customers want help, and they want it quickly. Connection.

Customer Service 62

Customer Service Chatbots Self service Personalization 62

Comm100

SEPTEMBER 23, 2021

When you truly understand your customers, you realize that everyone has a unique path and buying patterns. Given these mixed factors, this article aims to explore how your business can help customers through digital transformation. That said, there’s a need for your business to meet your customers where they are.

Customer Service 79

Customer Service Chatbots APIs Benchmark 79

NobelBiz

JULY 19, 2022

Regardless of the nature of contact center campaigns, all agents must go through a training and adaptation phase in order to become acquainted with the company’s norms. In this article, we will explain what call whispering is and how its advantages may affect your contact center’s productivity and efficiency.

Contact Center 52

Contact Center Contact center software Coaching Telecommunications 52

Comm100

NOVEMBER 25, 2020

There is a lot of curiosity surrounding the latest technological advancements, and Artificial Intelligence (AI) and Customer Relationship Management (CRM) are no different. Additionally, the ongoing pandemic has also created a need for customer service teams to be more sensitive and cautious in their approach towards customers.

CRM 52

CRM Customer Service Banking Chatbots 52

Answer Dash

JUNE 25, 2019

(This article was originally published on Salesforce blog ) Now that customers engage directly with your company on more and more channels, the position of customer service has elevated from "cost center" to marketing tool, competitive differentiator, and linchpin in the quest for exceptional customer experience. Do they search your website?

Customer Service 49

Customer Service Chatbots Engineering Education 49