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

3CLogic

FEBRUARY 7, 2024

In this blog, we’ll explore three common red flags indicating your contact center is falling behind, and, more importantly, we share strategies to help you get back on track. Red Flag #3: Ignoring Scalability and Security Concerns The final red flag revolves around business growth. The question is — where do you begin? Why is that?

Contact Center 59

Contact Center Cloud contact CRM Self service 59

Spearline

JANUARY 16, 2023

We are living in a time of exponential virtual and remote communications growth, where businesses are becoming increasingly reliant on Voice Over Internet Protocol (VoIP) technologies to remain effective and relevant. And this trend shows no signs of abating, with the global market for VoIP services estimated to reach US$ 194.5

voip 52

voip Benchmark Interactive Voice Response Enterprise 52

Comm100

AUGUST 21, 2023

In this blog we will explore what standardized testing is and dig into the pros and cons of standardized testing for schools and students alike. GMAT (Graduate Management Admission Test): This test is used for admission to MBA programs and some other business-related graduate programs. What is standardized testing in higher ed?

Education 52

Education Benchmark Analytics Surveys 52

Balto

JANUARY 22, 2024

This blog aims to uncover the numerous use cases of generative AI in the modern contact center. Generative AI can boost your team’s productivity and make accessing, collecting, and analyzing data and getting useful insights much faster and easier. Based on the analysis, the models produce new content that matches the user’s query.

Contact Center 52

Contact Center Coaching Average Handle Time Scripts 52

Avaya

JUNE 24, 2019

Effortless self-service, agent augmentation, interaction insights, smart pairing…nowhere close to what one vendor alone offers today. The overwhelming majority of organizations are now leveraging some form of AI in this area of business. CCWVegas19, #ExperiencesThatMatter.

Contact Center 104

Contact Center contact center solutions Virtual Agent Contact center software 104

Uniphore

NOVEMBER 16, 2021

Banking contact center interactions are expected to remain elevated through 2024. Minimizing after-call work: What happens after the call ends is just as important to your bank’s business outcomes as what happens during the conversation.

Banking 52

Banking Average Handle Time Contact Center Wait times 52

aircall

MAY 26, 2021

Over time, we’ve seen the shopping trend steadily move toward digital shopping instead of running out to the nearest mall. With no signs of a slowdown since, this shows how swiftly shopping trends can change direction. Why Are Digital Shopping Trends Relevant? Why Are Digital Shopping Trends Relevant?

Customer Experience 62

Customer Experience Real estate Sales Surveys 62

aircall

MAY 12, 2021

Despite the advantages of implementing digital tools, many small businesses are lagging behind in hopping on board with digital transformation. The pandemic and other changes within the market make it necessary for small and midsize businesses (SMBs) to accelerate digital transformation.

Best practices 62

Best practices Entertainment Technology APIs 62

Inbenta

DECEMBER 14, 2021

They can respond to policyholders’ needs while delivering a wealth of extra business benefits. Top benefits for your business: Provide a positive first interaction, with no time spent on hold waiting for an available agent. Top benefits for your business: Gather valuable analytics for monitoring chatbot performance.

Chatbots 52

Chatbots Upselling Average Handle Time Analytics 52

AWS Machine Learning

NOVEMBER 22, 2023

Innovation Talks – Learn about the latest cloud technology from AWS technology leaders and discover how these advancements can help you push your business forward. Organizations are rapidly innovating to create the right architecture for scaling generative AI securely, economically, and responsibly to deliver business value.

Engineering 108

Engineering Best practices APIs Government 108