TechSee

APRIL 22, 2024

Simplifying Customer Experience with TechSee TechSee recognizes these challenges and addresses them by offering web-based visual AI solutions that require no app downloads, eliminating a significant barrier to customer engagement. The last thing these customers want is a bigger headache when trying to solve their problem.

APIs 109

APIs Scripts Technology Best practices 109

The Northridge Group

APRIL 15, 2024

Now That I know Some Use Cases, Am I Ready for AI? While we have popularized generative AI such as ChatGPT, many leaders are not seeing the more foundational applications and solutions in process automation and non-generative AI. Part 2: AI and Business Processes: How can it help? How can it hurt?

Technology 122

Technology Brand ambassadors Contact Center Multichannel 122

Connect

APRIL 18, 2024

The technology can also boost agent productivity with automation, real-time guidance, and performance coaching and enhance operational efficiency by reducing costs, optimising resources, and enabling data-driven decisions. However, Gen AI is not a plug-and-play solution.

Virtual Agent 74

Virtual Agent Chatbots Average Handle Time Engineering 74

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. With customer expectations on the rise – the latest UK Customer Satisfaction Index (UKCSI) showed 31.3%

Service level 52

Service level Accountability Customer Service Management 52

TechSee

MARCH 11, 2024

However, given the relative youth of this space, it can be difficult to distinguish between basic and advanced solutions providers. These solution providers use a blend of technologies, including Large Language Models , vector embeddings, fine-tuning, and more, to artificially mimic human interactions.

Chatbots 124

Chatbots Enterprise Scripts Virtual Agent 124

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. Call center optimization goes beyond minor operational adjustments. By optimizing call center operations, organizations can enhance the overall customer experience, leading to increased satisfaction.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

TeamSupport

APRIL 23, 2024

Technology has transformed traditional processes to enable companies to optimize their operational patterns, helping agents and customers alike achieve resolution quicker. TeamSupport is the leading solution that empowers businesses to deliver exceptional customer experiences.

Customer Support 52

Customer Support Technology Analytics Feedback 52

Momentum Telecom

JANUARY 9, 2024

This acquisition reinforces Momentum’s commitment to providing comprehensive global solutions and further establishes its position as a leader in the communications industry. Horizon will maintain its well-known brand and operate as Horizon Telecom. “We are thrilled to welcome Horizon Telecom into the Momentum family.

Management 116

Management Customer centricity Enterprise Service level 116

AWS Machine Learning

DECEMBER 19, 2023

Manual workflows limit ML lifecycle operations to slow down the development process, increase costs, and compromise the quality of the final product. Manual workflows limit ML lifecycle operations to slow down the development process, increase costs, and compromise the quality of the final product.

Analytics 106

Analytics Engineering Government Best practices 106

NobelBiz

FEBRUARY 20, 2024

Discover the key factors to consider when selecting VoIP services for your contact center in our comprehensive article – a must-read for ensuring top-notch communication solutions! Remote work becomes feasible, allowing call centers to operate efficiently from various locations.

voip 105

voip Interactive Voice Response Contact Center Call Center 105

MiaRec

MARCH 30, 2024

CX Today | MiaRec CX Today’s Charlie Mitchell introduces a demo of how GenAI is augmenting conversational intelligence solutions. What benefits can companies expect by implementing your solution? The conversation highlights how Generative AI can improve contact center operations as a whole.

Analytics 85

Analytics Contact Center Technology Sales 85

24-7 InTouch

APRIL 26, 2024

Here’s how you can achieve this with your business: Establish a Robust Governance Framework Develop comprehensive governance structures that encompass ethical guidelines, operational oversight, and compliance protocols. Learn and Adapt AI is not a set-it-and-forget-it solution.

Government 52

Government Customer centricity Technology Management 52

AWS Machine Learning

FEBRUARY 13, 2024

They operate in multiple ecommerce channels such as quick commerce, slotted delivery, and daily subscriptions. They offer a large assortment of over 50,000 products across 1,000 brands, and are operating in more than 500 cities and towns. This post is co-written with Santosh Waddi and Nanda Kishore Thatikonda from BigBasket.

Engineering 102

Engineering Gamification Scripts Big data 102

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. Training new agents has consistently demanded significant time and resources, impacting both operational efficiency and the bottom line.

Technology 93

Technology Average Handle Time Cloud contact First call resolution 93

COPC

APRIL 1, 2024

This pursuit includes engaging employees, reducing operational costs, and boosting product and service performance. Operational efficiency technologies extend to applications that provide real-time analytics, prompts, and AI-driven tools for insights and reporting.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

AWS Machine Learning

NOVEMBER 22, 2023

The IDP Well-Architected Lens is intended for all AWS customers who use AWS to run intelligent document processing (IDP) solutions and are searching for guidance on how to build secure, efficient, and reliable IDP solutions on AWS. This post focuses on the Operational Excellence pillar of the IDP solution.

Best practices 86

Best practices Metrics Feedback Enterprise 86

Comm100

MARCH 6, 2024

This blog will take you through the key live chat advantages and disadvantages that you need to know if you’re considering adopting this solution. This blog will take you through the key live chat advantages and disadvantages that you need to know if you’re considering adopting this solution. The advantages of live chat 1.

Abandon rate 90

Abandon rate Chatbots Upselling Sales 90

VirtualPBX

FEBRUARY 23, 2024

In the ever-evolving landscape of telecommunications, businesses must stay vigilant to adapt to regulatory shifts that can impact their operations. These disruptions can disrupt operations, hinder customer communication, and tarnish the organization’s reputation.

Telecommunications 98

Telecommunications Government Technology Consulting 98

BlueOcean

JANUARY 30, 2024

When you operate an in-house contact center, you are responsible for 100% of an agent hour: the employee’s hourly wage, and all associated benefits and taxes, are your responsibility. In an outsourced customer care model, you may choose to operate on a transactional or per minute basis. Let’s break it down to the basics.

outsourcing 118

outsourcing Contact Center Call Center Customer Care 118

Comm100

MARCH 14, 2024

As businesses strive to meet the ever-increasing expectations of their customers, the adoption of chatbots has emerged as an essential move to enhance service delivery and operational efficiency. Operational cost reduction: Among the most significant chatbot pros is the impact on operational costs.

Chatbots 88

Chatbots Customer Service Personalization Feedback 88

24-7 InTouch

APRIL 17, 2024

Hyderabad, India, April 18, 2024 – IntouchCX, a global leader in customer experience management, digital engagement, and technology solutions, has won nine awards, including five Gold, at the 2024 Asia-Pacific Stevie Awards. The Company was also named the Bronze winner for Most Innovative Leader of the Year (Dishant Bhojwani).

Contact Center 105

Contact Center Technology Sales Management 105

NobelBiz

APRIL 8, 2024

“We are thrilled to receive the 2024 CUSTOMER Product of the Year Award, a testament to our team’s relentless pursuit of excellence,” said Christian Montes, Executive Vice President of Client Operations at NobelBiz. . This accolade underlines our commitment to innovation and customer satisfaction.

industry standards 52

industry standards Contact Center CRM Call Center 52

Cisco - Contact Center

JANUARY 10, 2023

It’s an excellent way to solidify the optimal operating model mix for hybrid work, digital first engagement, operational excellence and process automation, sustainability, and cybersecurity. Accelerated Digital Transformation Framework. Are IT and the lines of business in alignment? Are IT and the lines of business in alignment?

Banking 145

Banking Enterprise APIs Contact Center 145

SmartAction

FEBRUARY 7, 2024

This oversight is more than a missed technological opportunity; it’s a gap in providing comprehensive customer service and operational efficiency. Round-the-Clock Service : Voice AI systems operate 24/7, allowing customers to schedule services at their utmost convenience, regardless of the dealership’s operational hours.

Wait times 75

Wait times Technology Customer Service Personalization 75

Zappix

MARCH 27, 2024

In today’s rapidly evolving business landscape, companies constantly seek innovative ways to improve customer satisfaction while reducing operational costs. According to recent research conducted by CMP, self-service solutions emerge as a key strategy in achieving both objectives.

Self service 52

Self service Customer Experience Education Feedback 52

Momentum Telecom

OCTOBER 10, 2023

The acquisition of G12 Communications represents a significant milestone in Momentum’s growth strategy and commitment to delivering innovative communication solutions to its customers. We are excited to welcome G12 Communications into the Momentum family,” said Todd Zittrouer, CEO of Momentum. Companies become agile, efficient, and resilient.

Technology 98

Technology Management Marketing 98

NobelBiz

NOVEMBER 20, 2023

Understanding Virtual Phone Systems: A New Era of Communication A dynamic virtual phone system operates seamlessly through internet connectivity, effectively handling both incoming and outgoing calls. Whether you’re a startup, a growing enterprise, or an established business, understanding and implementing a VPS is a game-changer.

Interactive Voice Response 103

Interactive Voice Response voip contact center solutions Contact Center 103

TeamSupport

APRIL 17, 2024

As businesses scramble to keep up with growing demands, the right customer support solution becomes a pivotal asset. When looking at customer support solutions, it's essential to identify features that not only address current needs but are also scalable for future growth and challenges. This is where TeamSupport stands out.

Customer Support 52

Customer Support Analytics Upselling CRM 52

24-7 InTouch

NOVEMBER 2, 2023

Winnipeg, MB – November 2, 2023 – IntouchCX, a global leader in contact center and technology solutions, has announced the appointment of Mitul Kotecha and Shane Kozlowich as its new Co-Chief Executive Officers. Kotecha and Kozlowich, who have both been with the company for over a decade, bring a wealth of experience to the role.

Real estate 111

Real estate Finance Contact Center Technology 111

Call Experts

OCTOBER 5, 2023

Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

Fonolo

FEBRUARY 14, 2023

And in today’s market, there’s no shortage of solutions to choose from. But how do you know which solutions are best for your operation? In short, automation is a great way to streamline your call center operation and alleviate the burden of manual taskwork from your agents.

Call Center 142

Call Center Interactive Voice Response call center software CRM 142

NobelBiz

DECEMBER 5, 2023

By incorporating call forwarding into their communication strategies, businesses can achieve higher connectivity, customer satisfaction, and operational efficiency. By incorporating call forwarding into their communication strategies, businesses can achieve higher connectivity, customer satisfaction, and operational efficiency.

voip 104

voip Cloud contact Contact center software Contact Center 104

TeamSupport

APRIL 24, 2024

Enter TeamSupport: a game-changing support ticket system that is revolutionizing the way support agents interact with customers, emphasizing ease of use, personalized support, and operational efficiency. A Revolution in Support Ticket Systems At the heart of any successful business lies a satisfied customer.

Management 52

Management Customer Support Personalization Analytics 52