Callminer

MAY 27, 2020

Call centers and contact centers operate within the same general field of customer support and outreach. Call centers came first, focusing employees on handling large streams of customer calls at once. Call Centers Focus on Phones. Contact Centers Incorporate Advanced Analytics.

Call Center 207

Call Center Contact Center Interactive Voice Response Analytics 207

AWS Machine Learning

MARCH 1, 2024

The rise of artificial intelligence (AI) has created opportunities to improve the customer experience in the contact center space. With Amazon Lex bots, you can use conversational AI capabilities to enable these capabilities within your call center.

Chatbots 96

Chatbots APIs Self service Contact Center 96

NobelBiz

FEBRUARY 20, 2024

Contact centers are the heartbeats of customer service, enabling seamless communication between businesses and their clientele across the globe. These kinds of challenges often stem from vendors having minimal control over their resale of voice services, leaving many contact centers vulnerable.

voip 105

voip Interactive Voice Response Contact Center Call Center 105

TechSee

APRIL 21, 2021

Call centers are busier than ever. These growing call volumes – coupled with the continuous need for cost optimizations – have driven the demand and adoption of artificial intelligence (AI) in call centers. AI Call Center Solutions that Drive Value. According to a 2021 survey, 65% of U.S. Robotic Process Automation.

Call Center 136

Call Center Contact Center Self service call center solutions 136

TechSee

JUNE 10, 2021

Of course, in-person contact puts employees and customers at risk. Visual assistance has many more use cases than organizations realize. As the service organization’s visual capabilities become more sophisticated , the number of use cases and resulting ROI increase. Deal with Data Analytics.

Self service 207

Self service Analytics Transportation Healthcare 207

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. For example, it can take up to 5-6 weeks to provide training to new agents at a call center.

Customer Experience 161

Customer Experience Scripts Self service outsourcing 161

MiaRec

NOVEMBER 14, 2023

Contact centers are at the forefront of customer interactions, making data analysis an essential part of improving customer service, agent performance, and overall efficiency. Two primary approaches to data analytics in contact centers are real-time analytics and post-call analytics.

Analytics 52

Analytics Contact Center Quality management Management 52

MiaRec

NOVEMBER 14, 2023

Contact centers are at the forefront of customer interactions, making data analysis an essential part of improving customer service, agent performance, and overall efficiency. Two primary approaches to data analytics in contact centers are real-time analytics and post-call analytics.

Analytics 52

Analytics Contact Center Quality management Management 52

Zappix

MARCH 13, 2024

EIN PRESSWIRE ) March 13, 2024 Zappix , a leading AI-Powered Digital Engagement Platform provider, has been named one of the “Most Promising Utilities Tech Solutions Providers 2024” by CIO Review. Combined with omnichannel accessibility, automated workflows, and detailed analytics, Zappix caters to diverse client requirements.

Self service 52

Self service Interactive Voice Response Analytics CRM 52

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? How do you navigate the sea of data to extract actionable insights and make informed decisions that propel your contact center forward?

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

NobelBiz

OCTOBER 31, 2023

To put things in perspective, let’s first look at some statistics showcasing the importance of customer support: According to Email Analytics , 77% of customers are more likely to share a positive experience with brands. In the contact center world, every second counts, and a well-timed response can turn an inquiry into a loyal customer.

Customer Support 105

Customer Support Contact center software Call Center Analytics 105

OrecX

JANUARY 27, 2022

Contact centers and enterprises can interact and collaborate with recorded audio and associated meta data in a host of ways through real-time audio capture. Almost instantly, contact centers can now glean the quality assurance insights they need from every customer interaction rather than a mere 5% sampling.

Scripts 127

Scripts Analytics Engineering Education 127

NobelBiz

APRIL 23, 2024

Initial Contact : The agency contacts the debtor to inform them about the debt and their intention to collect. This is why automation is especially transformative in contact centers. This targeted approach increases the chances of successful collections and enhances customer satisfaction by reducing unnecessary contact.

Customer centricity 52

Customer centricity Contact Center Technology Telemarketing 52

TeleDirect

FEBRUARY 14, 2024

At TeleDirect, we deliver cloud-based contact center solutions to companies and industries across America. Cloud Contact Center: What Is It & How Does It Work? Customer contact centers have come a long way. What Is a Cloud Contact Center? This is not the case with the cloud.

Cloud contact 48

Cloud contact Contact Center contact center solutions Chatbots 48

DMG Consulting

JUNE 12, 2022

Getting Started with Real-Time Speech Analytics. Real-time speech analytics is a highly beneficial and practical artificial intelligence (AI)-based application that should be used by contact centers to “listen” to customer conversations and provide guidance to agents as they are helping callers.

Analytics 62

Analytics Contact Center Best practices Consulting 62

DMG Consulting

JUNE 8, 2021

Current Status of Speech (and Text) Analytics. Interaction analytics removes the mystery from customer conversations. Broader Use Cases for IA. The advancements in IA solutions are attracting new buyers and partners and are driving a much-needed replacement cycle for these solutions. Product Innovation.

Analytics 107

Analytics Enterprise Contact Center Marketing 107

Upstream Works

JANUARY 31, 2023

As 2023 unfolds, a key theme for contact center leaders to watch is reinforcing the connection between customer experience (CX) and agent experience (AX). CX must always remain the primary focus for the contact center –this recent blog post identified two 2023 trends that will have a major impact on CX.

Contact Center 78

Contact Center Journey mapping Analytics Customer centricity 78

Cisco - Contact Center

JANUARY 10, 2023

Using the digital transformation framework below will help your company’s operating model mix to: Enable – Digitize the Things you Already Do; IT Agility and Increased Productivity; Reduced Tech Costs, both OpEx and CapEx; Better, Cheaper, Faster Response Times to Customer Needs. Cybersecurity Readiness Assessment.

Banking 145

Banking Enterprise APIs Contact Center 145

DMG Consulting

OCTOBER 6, 2023

These models use neural networks to find the patterns and structure in the data and apply it to generate original content which is intended to appear as if it has been created by a human being.” Training Data Is Key The underlying training data leveraged by the solutions is essential for the application’s success.

Contact Center 59

Contact Center Call flow Enterprise Virtual Agent 59

DMG Consulting

NOVEMBER 30, 2023

When it comes to contact center systems and applications, no topic is generating more buzz and excitement than artificial intelligence. Never mind the technology’s tremendous future potential, AI is enabling advancements now, and a great example is interaction analytics (IA), also known as speech and text analytics.

Average Handle Time 48

Average Handle Time Contact Center Analytics Coaching 48

DMG Consulting

OCTOBER 2, 2023

The report defines generative AI and explores in-depth how contact centers and customer service organizations can utilize it to achieve their essential goals. Generative AI has the potential to transform contact centers and customer service departments as we know them today,” says Donna Fluss, President of DMG Consulting LLC. “It

Consulting 59

Consulting Consulting Contact Center Customer Service 59

NobelBiz

MARCH 12, 2024

Efficient Case Management : Streamlines interactions, preventing customers from slipping through the cracks. Providing Personalized Customer Experiences: Unified CXM leverages data analytics and insights to understand specific customer preferences and behaviors. Enables quick service on the platform of their choice.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

Zappix

FEBRUARY 6, 2024

This dynamic solution empowers enterprises to refine their customer engagement strategies, fostering increased success in their outreach campaigns. Improved analytics – reporting across all inbound and outbound channels. To learn more about Zappix, go to [link] Contact Zappix, Inc.

Interactive Voice Response 52

Interactive Voice Response Analytics Self service Enterprise 52

NobelBiz

AUGUST 7, 2023

In the realm of Contact Center as a Service (CCaaS) solutions, the choice between multi-tenant and single-tenant contact centers carries profound implications for businesses. In theory, all CCaaS solutions are designed to run and operate contact center businesses and departments effectively and productively.

Contact Center 98

Contact Center Government Healthcare Analytics 98

DMG Consulting

AUGUST 2, 2023

Interactions Analytics: Happy 20-Year Anniversary August 2023 Now in its 20 th year, the interaction analytics (IA) market is considered mature, with its solutions regarded as essential for most contact centers. The practical uses of IA technology and its enterprise-wide value continue to grow.

Analytics 48

Analytics Business Process Outsourcing Enterprise Contact Center 48

MiaRec

AUGUST 30, 2023

John provides insightful examples of how MiaRec's solutions are enhancing agent training, customer satisfaction, retention, and compliance adherence. The conversation highlights the power of using data-driven insights to improve overall contact center operations.

Analytics 52

Analytics Call Center Contact Center Sales 52

DMG Consulting

MAY 8, 2023

This positioned vendors to invest heavily in their solutions (particularly during the first six months of the year) and deliver a great deal of innovation to the market. The investments are primarily in the following categories: artificial intelligence (AI), automation, analytics, and user interface/user experience (UI/UX).

Management 62

Management Enterprise Analytics Contact Center 62

JustCall

MARCH 7, 2023

Introduction Contact centers are one of the most underrated departments of a business. It is important to equip your call centers with the right toolset and insight for them to function well. Let’s understand this need in-depth and explore the best solutions available. What Is Contact Center Analytics?

Contact Center 52

Contact Center Analytics Average Handle Time Call Center 52

DMG Consulting

AUGUST 10, 2023

This edition of the Report focuses on contact center and service-related uses of interaction analytics (IA) and a growing number of enterprise-wide use cases, as these solutions become more effective at capturing, identifying, and delivering actionable insights into the customer and employee experience.

Consulting 48

Consulting Consulting Enterprise Analytics 48

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. The drastic changes of the past few decades have caused a complete shift to high-tech modern solutions, where software has become key in transforming day-to-day call center operations.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

Balto

JULY 27, 2023

Contact center AI solutions are certainly not new, but the recent boom in AI interest does have people talking. But while contact center leaders are considering AI and may be rushing to implement it now, it will take time to actually get it right.

Contact Center 52

Contact Center Call flow Interactive Voice Response Metrics 52

Hodusoft

JULY 19, 2023

In-Depth Guide: Inbound Call Center Software Inbound call center software is an essential tool for delivering optimal customer service. Choosing the right inbound call center software can help businesses in improving customer satisfaction, reducing wait times, and increasing operational efficiency.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

Tethr

JULY 26, 2021

One of the big takeaways from this reflection was that unstructured call, chat, and case data would become big this year—and it has. Visionary contact center leaders who have invested in unstructured data analytics have been primed to navigate the challenges of a post-pandemic world, improve the customer experience, and so much more. .

Analytics 114

Analytics Inbound sales Self service Contact Center 114

COPC

JUNE 9, 2023

Webinar: Considerations for Navigating AI in CX Explore approaches to using artificial intelligence AI to service your customers. This webinar provides a framework for using the multiple types of AI needed to operate the future of customer experience (CX). Nexcom A/S and COPC Inc. Nexcom A/S and COPC Inc.

Customer Experience 114

Customer Experience Analytics Technology Average Handle Time 114

Hodusoft

JANUARY 24, 2024

Both incoming and outgoing banking calls have evolved into strategic points of contact where personalized experiences are created by fusing technology and human interaction. By utilizing technology, banks can use advanced inbound call center software to evaluate client information instantly and provide tailored support.

Banking 52

Banking Personalization Technology call center software 52

AWS Machine Learning

APRIL 18, 2024

All of this, and more, is now possible with our newest sample solution, Live Meeting Assistant (LMA). In this post, we show you how to use LMA with Amazon Transcribe , Amazon Bedrock , and Knowledge Bases for Amazon Bedrock. Do not use this solution to stream, record, or transcribe calls if otherwise prohibited.

APIs 95

APIs Accountability Analytics Entertainment 95