CCNG

OCTOBER 25, 2023

Kelly has extensive experience as a CX champion and leader, working for the United States Postal Service for 32 years. Governance is more than just project management or business processes, it requires cross-functional collaboration and involvement from various stakeholders to successfully implement large-scale changes.

CCNG 195

CCNG Technology Employee engagement Government 195

ShepHyken

MAY 30, 2023

Slutsky looked at the long hold issue and came up with a solution to create a frictionless customer experience. The ultimate solution would have been eliminating the hold, but that wasn’t feasible for first-time callers. 2 to manage the wait time new patients experience. What can we do to ease the pain?

Wait times 380

Wait times Marketing Customer Experience Customer Service 380

MiaRec

MARCH 30, 2024

CX Today | MiaRec CX Today’s Charlie Mitchell introduces a demo of how GenAI is augmenting conversational intelligence solutions. He then speaks to John Ortiz, Technology Sales Manager at MiaRec , who put the demo together, to go through some of the video’s key talking points.

Analytics 85

Analytics Contact Center Technology Sales 85

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ShepHyken

JULY 11, 2023

Come Up With a Solution – This may or may not be possible. While it’s not their fault and really is out of their control, they could show a sign of effort to manage the problem, even if it isn’t the perfect solution. You can even put a note in the room to warn them about the problem that really is out of your control.

Construction 296

Construction Customer Service Customer Experience Management 296

ShepHyken

AUGUST 12, 2022

This week we feature an article by Soumya Juttukonda, a content developer & digital media strategist at Knowmax , an AI enterprise knowledge base solution to enhance customer service. Here is how you can reduce customer support tickets and enhance CX: . Create self-service solutions. Opt for technological solutions.

Customer Support 173

Customer Support Self service Journey mapping Wait times 173

ShepHyken

JULY 31, 2023

While chatbots and digital solutions are valuable, human-to-human interactions still plays a vital role, especially when technology falls short. It is important for leadership and management to know that the customer doesn’t care about silos and what is happening in the background.

Chatbots 296

Chatbots Enterprise Contact Center Technology 296

Playvox

JANUARY 25, 2024

Are you taking the right steps to evolve toward workforce engagement management? Agent performance can make or break your contact center’s key performance indicators (KPIs) and the overall CX. Automation solutions go hand in hand with workforce optimization, and are in fact, sometimes synonymous with WFO.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Lumoa

FEBRUARY 14, 2024

It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. This is because CX involves many factors that are outside your direct control.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

Hodusoft

APRIL 4, 2024

Enhancing CX with HoduCC Omnichannel CX Suite: An All-In-One Solution for Modern Businesses In today’s competitive business landscape, providing excellent customer experience (CX) is not only a differentiating factor but a necessity. Let’s get started!

Contact center software 52

Contact center software Analytics Interactive Voice Response Contact Center 52

TechSee

FEBRUARY 12, 2024

However, many enterprise leaders struggle to balance the long-term transformative value of AI with the need to deliver practical first steps that will demonstrate real-world AI in CX success. The early investment in marketing automation is now expanding to CX automation.

Enterprise 109

Enterprise Best practices Technology Customer Experience 109

24-7 InTouch

APRIL 26, 2024

Artificial intelligence (AI) stands as a monumental force reshaping the customer experience (CX). This blog explores how companies can synchronize AI adoption with effective risk management to foster a robust, safe, and customer-centric business environment. Learn and Adapt AI is not a set-it-and-forget-it solution.

Government 52

Government Customer centricity Technology Management 52

Hodusoft

MARCH 22, 2024

Experience the Evolution: HoduSoft Showcasing HoduCC Omnichannel CX Suite at Enterprise Connect 2024 “Customer experience is one of the two core pillars of customer retention.” In the realm of business communication, CX is not just a buzzword. It’s the cornerstone of progress. With booth no.

Enterprise 52

Enterprise Interactive Voice Response Contact center software call center software 52

Playvox

FEBRUARY 27, 2024

A related term, workforce engagement management (WEM), recently coined by Gartner, has rapidly become the business strategy, processes, and related technologies of choice. AI-driven tools and platforms are shaping the way contact centers engage with and manage their workforce.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

24-7 InTouch

MARCH 21, 2024

Winnipeg, MB – March 21, 2024 – IntouchCX, a global leader in customer experience management, digital engagement, and technology solutions, has been recognized as a Leader in Customer Experience (CX) Services Transformation in the NelsonHall 2024 Vendor Evaluation & Assessment Tool (NEAT) report.

Enterprise 64

Enterprise Technology Marketing Feedback 64

TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers. Kate champions digital innovations that create the best customer experience and solutions.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

Connect

APRIL 18, 2024

In contact centres, the technology holds the potential to turn clunky chatbots into super-agents that deliver exceptional customer experiences 24×7, boost agent productivity, and drive business success by managing frontline engagement, offloading basic tasks from agents to boost contact centre capacity and first contact resolution (FCR) rates.

Virtual Agent 74

Virtual Agent Chatbots Average Handle Time Engineering 74

delighted

APRIL 24, 2024

These surveys are: Pre-built with questions that speak to your target audience Specifically crafted to collect key customer or employee lifecycle feedback Fully customizable and enhanced by AI Complementary to your existing experience management program Keep reading to learn more about our latest innovation. Get started for free !

Feedback 52

Feedback Surveys Best practices Benchmark 52

Connect

APRIL 9, 2024

However, AI is by no means new in the customer engagement sector as contact centre solution providers like Connect started introducing AI into technology stacks as far back as 2018. The application of artificial intelligence (AI) in the contact centre is a rapidly rising trend. Download About ‘ Connect.

Technology 94

Technology Customer Experience Management Cloud contact 94

Playvox

MARCH 19, 2024

Infusing artificial intelligence (AI) into processes is top of mind for business leaders and managers in all industries and across all job functions. Generative AI technologies truly have the power to change how we work and our ability to deliver a stellar customer experience (CX). What Is Contact Center AI?

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

CSM Magazine

APRIL 26, 2024

By combining Genesys’ expertise in orchestration, workforce engagement, and channels with Salesforce’s renowned CRM capabilities, they aim to provide a stronger, more comprehensive solution – this time through CX Cloud. The Salesforce-Genesys partnership represents a landmark moment in the evolution of CX.

CRM 52

CRM Gamification Wait times Technology 52

TechSee

MARCH 21, 2024

Over the last 12 months, our new AI-powered streamlined fiber customer installation solution has helped leading telecoms across North America automate millions of self-installs. By popular demand, we are now offering this AI-automated guided flow as a packaged solution.

Self service 124

Self service APIs Upselling Contact Center 124

Fonolo

FEBRUARY 27, 2023

Self-service is one of the biggest topics in CX and in the contact center world right now. We asked influencers across the CX and contact center spaces to weigh in on the self-service trend. Customers Want Self-Service for Easy Solutions We’ve established that customers want self-service, but as you may have guessed, there’s a catch.

Self service 142

Self service Contact Center Chatbots Consulting 142

customer sure

MARCH 18, 2024

Institute of Customer Service CSI report Damage to reputation 53% of businesses believe they offer good CX, but only 15% of customers agree Disparity in perception Only 1 in 26 unhappy customers complain, but 1 in 9 share their negative experiences with 15+ people The cost of inaction is clear. Naturally we prefer the former.

Feedback 62

Feedback CRM Upselling Metrics 62

Hodusoft

MARCH 21, 2024

Navigate with HoduSoft BPO or business process outsourcing is a dynamic world where businesses find efficient solutions beyond their walls. Whether it is about offering customer support or managing the data, BPO plays a key role in the success of today’s businesses, connecting companies with specialized services across borders.

Contact center software 52

Contact center software Business Process Outsourcing Interactive Voice Response outsourcing 52

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization.

Customer Experience 114

Customer Experience Analytics Technology Average Handle Time 114

DMG Consulting

MARCH 27, 2024

AI is key to modifying and enhancing WFM solutions to enable them to properly address the needs of advanced contact centers and other operating environments that handle voice and digital synchronous and asynchronous interactions.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

Cyara

FEBRUARY 20, 2024

Additionally, enterprises like yours may face a number of other obstacles in your efforts to provide optimal communications quality and customer experience (CX). Integration issues: You may be using a diverse range of software solutions and platforms to handle different aspects of your customer interactions. What is the Cyara Platform?

Interactive Voice Response 76

Interactive Voice Response Chatbots Enterprise Abandon Call 76

CSM Magazine

APRIL 24, 2024

The latest thought leading offering from Sabio – entitled ‘ Maximising WFM Performance ‘ – sets out the importance of keeping planning and operational processes associated with staff management on track.

Service level 52

Service level Accountability Customer Service Management 52

Playvox

APRIL 21, 2023

No matter where your customers get service, they’ll expect outstanding customer experience (CX), so you’ll have to be ready. Contact center software driven by artificial intelligence (AI) can help by putting an end to spreadsheets and manual processes, easing the burden on your workforce management team.

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

Outsource Consultants

FEBRUARY 26, 2024

which is why Corey Kotlarz, Founder and President , and Dave LaBatt, Executive BPO Matchmaker , were excited to share their nearly 60 years of collective CX and outsourcing expertise in a recent article published by CXMToday. Corey Kotlarz: “ AI is at the forefront of the CX marketplace , a hot topic everyone discusses.

Call Center 67

Call Center outsourcing Customer Service Consulting 67

Playvox

OCTOBER 20, 2023

On the flip side, according to a Zendesk CX 2023 Trends report, 70% of consumers spend more with companies that offer fluid, personalized, and seamless customer experiences. Delivering an outstanding customer experience (CX) has become mission-critical to businesses. Why Do We Need Sentiment Analysis?

Contact Center 82

Contact Center Coaching Feedback Surveys 82

Global Response

MARCH 13, 2024

Creating a seamless, personalized customer experience (CX) is one of the most crucial investments businesses can make today. That’s where CX outsourcing comes in. That’s where CX outsourcing comes in. And 61% of consumers are willing to pay more for good CX.

outsourcing 62

outsourcing Best practices Feedback Customer retention 62

NobelBiz

NOVEMBER 13, 2023

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. The capacity to measure and quantify the return on investment (ROI) of CX initiatives is critical for businesses to thrive.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111