CSM Magazine

FEBRUARY 16, 2024

The event is focused on the processes used by call and contact centers, with showcases from over 200 different business representatives along with seminars by over 100 industry experts. Smile CX is the new revolutionary technology that finds the right balance between technology and humans to achieve the best customer experience ever.

Contact Center 52

Contact Center Big data Call Center Technology 52

Beyond Philosophy

JANUARY 23, 2017

That’s the goal of Carnival Corporation’s new Ocean Medallion technology , a wearable device that will debut on the Regal Princess cruise ship later this year. And that’s especially true in a highly competitive industry like tourism. Like all data, though, wearable technology has its limitations. What about you?

Technology 344

Technology Big data Customer emotions Consulting 344

Beyond Philosophy

DECEMBER 21, 2023

A recent article by Qualtrics, “ AI Will Reinvent the Market Research Industry ,” had a couple of stats I wanted to share with you today, which include: 83% of researchers see AI as an industry opportunity, and 7% see it as a threat. If we look back, technology rolls like a wave through a lot of industries.

Customer centricity 221

Customer centricity Marketing Chatbots Education 221

CSM Magazine

FEBRUARY 20, 2024

Recent insights from Allagent reports suggest that bettors are increasingly valuing quick, efficient and personalized customer interactions. Integration of cutting-edge technology The sports betting industry is harnessing the power of technology to revolutionize customer service.

Technology 52

Technology Customer Service Analytics Chatbots 52

ShepHyken

NOVEMBER 16, 2018

This week we feature an article by Jim Iyoob who talks about how and why technology has changed consumer behavior and how you need to reinvent strategies to keep up with consumers. – Shep Hyken. With technological advancements, the market has seen a tremendous shift in consumer behavior. Customers are connected.

Technology 238

Technology Chief Customer Officer Education Big data 238

CCNG

APRIL 12, 2024

However, understanding the differences between these technologies is crucial for any organization striving to optimize operations in its contact center. Automation in contact centers refers to the use of technology to perform repetitive tasks without human intervention. These terms are thrown around and used interchangeably.

Contact Center 221

Contact Center Interactive Voice Response CCNG Chatbots 221

TeleDirect

OCTOBER 25, 2023

AI call center technology, however, has made significant inroads into the industry. In the time it takes an agent to find one answer to a technical question, artificial intelligence call center technology has scanned through the manual. As they speak with a customer, call agents receive AI’s insights. Thank you, AI.

Call Center 62

Call Center Technology Customer Support Complaint resolution 62

Connect

DECEMBER 11, 2023

Technology-enabled transformation is a growing trend as operators look to access the latest technologies shaping the contact centre of the future , with artificial intelligence (AI) a key strategic focus. By Martin Cross , Chief Strategy Officer at Connect. Shifting the status quo.

Technology 93

Technology Average Handle Time Cloud contact First call resolution 93

Netomi

FEBRUARY 22, 2022

The two discussed emerging customer service trends in the travel & hospitality industry, managing the ticket surge during COVID-19, and the ‘human’ touch in digital support. . Technology is not the enemy, it is here to help us optimize processes,” Alexandra said. “It Missed the live webinar?

Customer Service 52

Customer Service Contact Center Call Center Sales 52

TeamSupport

JANUARY 9, 2024

Here’s a look back at how customer support technologies evolved over the last century, and a peak at where they’re going next. By the early 1970s, more call-routing systems were beginning to include ACD technology, ushering in the development of large-scale call centers. Ever wonder what customer service looked like 50 or 60 years ago?

Customer Support 59

Customer Support Technology CRM Chatbots 59

ShepHyken

NOVEMBER 6, 2023

Top Takeaways: Customer feedback is crucial for businesses of all industries. Technology, such as feedback kiosks and tablets, provides a simple and non-intrusive way for customers to provide feedback. Technology, such as feedback kiosks and tablets, provides a simple and non-intrusive way for customers to provide feedback.

Feedback 330

Feedback Healthcare Analytics Customer Service 330

The Northridge Group

APRIL 25, 2023

Fortunately, this scenario which is fraught with frustrating and time-consuming inefficiencies for the patient, provider and payer, can be greatly improved thanks to self-serve healthcare technologies that empower patients to retake control of their health journey. Chatbots are also catching on in the healthcare industry.

Healthcare 67

Healthcare Technology Self service Chatbots 67

CSM Magazine

SEPTEMBER 27, 2023

Metaverse technology is increasingly becoming a way of getting things done for most businesses. The growing adaptation of the technology has seen its global market value clock $83 billion in 2023, a figure that is projected to increase to $936.6 What is Metaverse Technology and How Has it Benefited Businesses? billion in 2030.

Technology 59

Technology Real estate Entertainment Consulting 59

Netomi

APRIL 27, 2022

How can companies be more customer-centric, and what sorts of tools and technologies can aid them along the way? The post CX Leader Insights: Industry Musings & Trends from Chili Piper’s Gemma Cipriani-Espineira appeared first on Netomi. Stay up-to-date on all things happening in the world of CX!

Chief Customer Officer 52

Chief Customer Officer Customer advocacy Engineering Technical Support 52

ShepHyken

JANUARY 22, 2024

Top Takeaways: Staying ahead of industry trends involves embracing technology. AI can offer companies access to valuable insights into customer behavior and preferences, adding value to the customer journey. What impact does AI have on workforce optimization and the need for reskilling in the service industry?

Customer Service 201

Customer Service Technology Personalization Customer Experience 201

Beyond Philosophy

DECEMBER 16, 2023

Qualtrics recent article, “ AI Will Revolutionize the Market Research Industry ” suggested a couple of thought-provoking stats I thought I would share: Threat or Boon? Historically, technologies swept through industries like a forceful wave, sometimes obliterating old norms while birthing new frontiers. The upshot?

Consulting 195

Consulting Consulting Education Marketing 195

Expivia

FEBRUARY 26, 2024

Preparing Your Contact Center for the Future: A Strategic Technology Roadmap Introduction In the rapidly evolving contact center industry, staying ahead means not just selecting the right technologies but also preparing your organization for their integration and use.

Contact Center 52

Contact Center Technology Chatbots Call Logging 52

Momentum Telecom

JUNE 17, 2022

In the coming year, voice technology is going to take its place with team collaboration tools as it supports increasingly important areas of business management and communications. Here are Momentum’s voice technology predictions for 2022 and beyond. The New Definition of Voice Technology. Keeping Up With Voice Technology.

Technology 98

Technology Healthcare Banking Analytics 98

CSM Magazine

JUNE 8, 2023

In this article we’ll explore ways in which AI can be used to enhance customer service and how call center agents can benefit from this innovative technology. Chatbots – The first way AI technology can help call center agents deliver better customer service is through chatbots.

Technology 52

Technology Customer Service Chatbots CRM 52

Hodusoft

JANUARY 24, 2024

Personalization Strategies for Inbound and Outbound Banking Calls: A Technology Perspective Within the quickly changing banking industry, where the customer experience is paramount, the concept of tailored interactions has become increasingly important.

Banking 52

Banking Personalization Technology call center software 52

TechSee

OCTOBER 2, 2018

A Digital Twin refers to a virtual replication of a physical object – with the two linked together dynamically – enabling insights to be learned and actions to be taken within the virtual environment that can be applied to the physical object — ultimately to meet business goals. Technical Support in the age of Digital Twins.

Technology 176

Technology Customer Support Technical Support Self service 176

CCNG

MARCH 6, 2024

When we read the line “Some companies are already making the most of blockchain technologies for more robust security and efficiency within financial transactions and data handling, but digital transformation is vital for brands to unlock all they can deliver for their customers.” Like an outsider looking in. What does that even mean?

Contact Center 195

Contact Center Calibration Analytics Interactive Voice Response 195

TechSee

JUNE 25, 2019

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. of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Customer-facing AI technologies.

Technology 122

Technology Customer Service Gamification Contact Center 122

Ansafone

MAY 31, 2022

In today’s world, we can expect technology to be ever-changing as processes continue to evolve over time. It’s important for businesses to stay up-to-date with emerging technologies in order to be a key player in its industry. This is huge in the Contact Center Service industry. What exactly is Artificial Intelligence? .

Technology 62

Technology Customer Experience Contact Center Call Center 62

AWS Machine Learning

FEBRUARY 20, 2024

A closer analysis of the titles provides insights into potential factors contributing to this performance gap. By aiding transcribers in swiftly and precisely creating and identifying speakers, this technology addresses the traditionally time-consuming and error-prone nature of the task.

Technology 93

Technology Scripts Engineering Entertainment 93

Maru Group

JULY 25, 2019

If that sounds like the job we do in the insights industry, it is because it is. The volume and types of data available to both the intelligence community and insights industry has radically and rapidly changed. is roughly double the amount of money that is spent on all market research and insights in America.

Surveys 40

Surveys Analytics Technology Engineering 40

ShepHyken

AUGUST 21, 2023

Top Takeaways: • Customer obsession is a crucial aspect of every business, regardless of its size or industry. To provide exceptional customer service, it is essential to have a dedicated customer support team that is well-trained and equipped with the right tools and technology.

Customer Experience 156

Customer Experience Marketing Customer centricity Chatbots 156

Cisco - Contact Center

AUGUST 3, 2020

Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience. I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. Award Winner Second Year in a Row. Cloud Agility.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

CSM Magazine

MAY 18, 2023

The global technology platform will power personalised guest experiences to increase revenue while providing deeper guest insights for the global hospitality company. We look forward to working with Marriott as weenable them with technology to build longer-lasting, more profitable relationships with their guests.”

Technology 52

Technology CRM Marketing Management 52

Uniphore

OCTOBER 14, 2021

A big part of accomplishing that mission is using advanced Natural Language Technologies (NLT) to drive innovation in every industry. Its 2021 Hype Cycle for Natural Language report focuses on the latest, critical NLT innovations and how IT leaders should explore and integrate each of these capabilities into their technology stack.

Technology 72

Technology Chatbots Enterprise Marketing 72

Anexa BPO

JANUARY 30, 2023

In recent years, we have seen how technological advancements have transformed the way businesses operate, and the use of technology has proven to be an effective way to navigate through economic challenges. Information technology (IT) can help be a valuable business tool during a recession in several ways.

Technology 52

Technology outsourcing Customer centricity Sales 52

CSM Magazine

SEPTEMBER 1, 2022

Leaders across the ecosystem are emphasizing the importance of technology to overcome these challenges. In this webinar, discover how leaders are driving a new era of the contact center – one that is augmented by innovative technology, powered by agents and is the cornerstone of an organization’s CX success.

Technology 52

Technology Customer Service Employee engagement Contact Center 52

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.

Virtual Agent 86

Virtual Agent Chatbots Average Handle Time Engineering 86

TechSee

APRIL 3, 2018

Customer churn in the age of information is a fact of life for every business in every industry. Technology-based customer retention solutions provide powerful platforms and fresh approaches, and most importantly, practical frameworks and processes to successfully engage with customers at scale.

Customer retention 141

Customer retention Technology Analytics Technical Support 141