Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! Watch for our next blog in this series, coming January 26th. They asked participants for their before-and-after business metrics on revenue, cost, customer ratings, and/or agent productivity for projects that use artificial intelligence (AI) or AI-enabled analytics to improve customer engagement.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

REVE Chat Blog

NOVEMBER 6, 2019

The top contact center trends to watch out in 2020. AI enabled customer journey analytics helps businesses in predicting future behaviors of customers with high accuracy. Automate your call center support with self service tools. Implementing self service resource library to offer 24×7 support to customers.

Contact Center 82

Contact Center Interactive Voice Response Call Center Chatbots 82

Noble Systems

FEBRUARY 10, 2021

Unprecedented times in 2020 have led to ongoing changes in consumer behavior and a scramble by businesses to meet their customers’ shifting demands. Earlier in this 3-part blog series, we looked at recent changes in consumer demands ( Part 1 ), including the top five contact center customer behavior trends that are here to stay ( Part 2 ).

Contact Center 98

Contact Center Gamification Self service Analytics 98

Transparent BPO

DECEMBER 3, 2019

This post — part five of our Expert Interview Series — features customer experience strategy consultant Peter Ryan discussing 2020 CX trends. TBPO: What does the future look like regarding AI, voice assistants, and other forms of self-service technology? PR: Having the right platforms in place around analytics.

outsourcing 62

outsourcing Customer Experience Contact Center Enterprise 62

Upstream Works

JANUARY 16, 2020

This is the last in a series of blog posts examining key contact center trends for 2020, and the first three lead up to this broader theme of innovation driven by Artificial Intelligence (AI). To help get you on this path, here are three core applications of AI that are gaining traction in 2020. 24/7 Self-service.

Chatbots 78

Chatbots Journey mapping Self service Contact Center 78

Nicereply

JANUARY 18, 2023

Why you should use help desk software Help desk software typically comes with a set of helpful features (like ticket automation, SLA management, analytics and reporting, self-service capabilities, etc.) HubSpot Service Hub is suited to both small businesses and large enterprises.

Self service 52

Self service Analytics Enterprise APIs 52

Uniphore

AUGUST 6, 2021

Few events have tested the modern contact center—and exposed its shortcomings—like the 2020 pandemic. While self-service could relieve some of the pressure to agents, it couldn’t keep pace with the flood of complex calls. The New Normal. If organizations hope to stay competitive in the new normal, something must change.

Contact Center 98

Contact Center Self service Call Center Analytics 98

Call Design

FEBRUARY 11, 2021

Technology has enabled contact centres to deflect simple calls from agents to self-service for years, and this trend continues in the current environment. Ad hoc changes to an agent’s actions can highlight an issue before voice analytics can pinpoint this. the annual salary.

Self service 103

Self service Consulting Consulting Analytics 103

Noble Systems

SEPTEMBER 29, 2020

WFO is an inclusive term that pulls in virtually every operational aspect of a modern call center, including workforce and quality management, analytics and business intelligence, agent engagement and customer retention, and more. WFO TERMS TO KNOW. Process Automation. Omnichannel Routing. Workforce Management. Call Recording. Gamification.

Management 86

Management Gamification Quality management Schedule adherence 86

CrazyCall

OCTOBER 18, 2019

Zendesk Guide is a knowledge base software that will let you deliver instant knowledge to your customers and team and scale customer support via a self-service knowledge base. One of the principles of good customer service is accessibility. Nicereply offers you real-time customer feedback, survey distribution, and analytics.

Customer Service 63

Customer Service Interactive Voice Response Feedback Wait times 63

Cisco - Contact Center

APRIL 27, 2020

Today customers want to be independent, they want access to self-serve solutions , they do not like to be sold things, they love to buy solutions to their problems and needs, thus a key to delivering amazing customer experience is to quickly resolve a customer’s problem – ideally on the first contact, even better if through self-services.

Contact Center 109

Contact Center contact center solutions Interactive Voice Response Call Center 109

Eptica

APRIL 15, 2020

Date: Wednesday, April 15, 2020 Author: Taoufik Massoussi - Product Manager & Head of AI The importance of listening to customers during COVID-19. Published on: April 15, 2020. You might also be interested in these posts: What will customer self-service look like in 2025? Share this page on: Tweet.

Surveys 95

Surveys Best practices Analytics Feedback 95

Noble Systems

JULY 15, 2019

According to Gartner, 55% of companies have started to or plan to invest in AI by 2020. In this blog, we’ll start by defining AI and its sub-fields — machine learning and natural language processing. Proactive services mitigate abandonment and ultimately improve customer satisfaction. 24/7 Self Service.

Customer Care 70

Customer Care Self service Abandon rate Airlines 70

Cisco - Contact Center

DECEMBER 8, 2020

As 2020 draws to an end, I for one am looking forward to closing this chapter and starting a new year. If we thought technology was an important part of our world before, 2020 has taken it to a whole new level. What’s new in Webex: December 2020. Link to all Javed’s monthly update blogs. Learn More.

Contact Center 144

Contact Center Wireless Personalization Technology 144

Noble Systems

JUNE 27, 2019

In a previous blog , we outlined advantages of moving a customer experience platform to the cloud. Advanced analytics. Speech analytics is another essential for cloud contact centers. Real-time analytics platforms can also provide agents with next-best-action prompts based on what the customer says or an expressed sentiment.

Cloud contact 57

Cloud contact Contact Center Interactive Voice Response Self service 57

Monet Software

NOVEMBER 19, 2018

Analytics (Yes, again!). Analytics software is not new but its still a growing interest at contact centers. It delivers the kind of data that cannot be gathered through other means, and provides a more accurate picture of a company’s customers, and how satisfied they are with the products and services offered.

Contact Center 59

Contact Center Interactive Voice Response Analytics Self service 59

Lumoa

FEBRUARY 14, 2024

Try not to prolong interactions or resolution times by providing extra services. In 2020, Zendesk’s Customer Experience Trends found that 69% of consumers attempt to solve issues on their own. Automated services like chatbots allow customers to schedule their own self-service appointments.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

Avaya

MAY 24, 2016

Depending upon what you read, who you follow, the Business Intelligence and Analytics (BI&A) market is valued anywhere from $16.9 What is making analytics the new in-crowd? What is making analytics the new in-crowd? Until recently, analytics in business communications has been known as reporting. But why now?

Analytics 40

Analytics Enterprise Interactive Voice Response Revenue potential 40

Callminer

AUGUST 6, 2019

Call Center Monitoring: All call analytics which can be tracked and measured are in call center monitoring software. The most sophisticated solutions offer multi-channel text and speech analytics. Call Analytics: Essentially, speech analytics tools track metrics to enable reps and managers to evaluate the success of call campaigns.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

VocalCom

APRIL 9, 2018

Use text analytics to offer superior service. When AI technology includes a text analytics tool, companies can understand which customer issues need to be addressed most urgently. Make self-service more efficient. Customers can save time when they use self-service, but only if processes are truly optimized.

Customer Service 48

Customer Service Self service Contact center software Chatbots 48

Cisco - Contact Center

FEBRUARY 19, 2021

They want options for self-service or to connect with a person who is empowered with the right tools to meet their needs. Cisco to Acquire IMImobile to Embed Omnichannel Engagement Into Customer Experience as a Service [Press Release – December 2020]. The Future of Customer Experience Begins Now [Blog].

Customer Experience 128

Customer Experience Contact Center APIs contact center solutions 128

Upstream Works

SEPTEMBER 1, 2020

Lastly, access to reports and analytics will provide management, and the company as a whole, with valuable insights about their customers and contact center operations. Utilize Self-Service Options. Lessen this strain by making use of self-service options. According to NTT’s 2020 Benchmark Report, only “25.6

Contact Center 148

Contact Center Benchmark contact center solutions Coaching 148

Calabrio

DECEMBER 18, 2020

The emergence of analytics has been one of the biggest trends of the past decade, providing companies with exponentially better insight into their data. Analytics software is helping contact centers tap into that information for a better understanding of customer preferences, expectations and requirements. Rise of the Research Team.

Contact Center 64

Contact Center Analytics Coaching Self service 64

ConvergeOne

DECEMBER 7, 2021

The purpose of this blog post is to help folks understand why this is important and how it relates specifically to customer experience. Gartner started using the term and putting their stamp on what composability means shortly after COVID generated a tremendous amount of disruption in the marketplace in early 2020.

APIs 90

APIs Big data Analytics Engineering 90

Monet Software

DECEMBER 21, 2018

Do a search online for 2019 contact center trends, and you’ll find a cornucopia of blogs and articles, each with its own list of fearless predictions for what next year will bring. More Analytics Adoption. It’s been a slow but steady path to acceptance for analytics software. More Self-Service. A Less Annoying IVR.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Mindtouch

NOVEMBER 20, 2018

As analytics have overtaken opinion, at least with regard to measuring the customer’s experience, a need to reconnect with customers at a human level has been pushed to the forefront. This starts with prepping your self-service content for automation and ends with an approach to blending human-assisted support.

Self service 80

Self service B2B Customer centricity SaaS 80

VocalCom

JUNE 25, 2018

Since many customers already use apps such as Facebook Messenger, WeChat, and WhatsApp for their personal communications, offering chatbot assistance through these apps allows them to enjoy convenient service on the go. Simple chatbots enable self-service. AI-powered chatbots help agents offer better service.

Chatbots 48

Chatbots Customer Service Contact center software Self service 48

pindrop

OCTOBER 12, 2021

We explore these topics in this blog. KBAs are on the way out and need to be replaced with more comprehensive and sophisticated biometric and analytical tools. Contact Babel research 3 shows that caller abandonment rate i.e. the rate at which calls are not contained in the self-service channel, has been increasing.

Abandon rate 52

Abandon rate Contact Center Self service Banking 52

Noble Systems

SEPTEMBER 8, 2020

This blog compiles the top five best practices to help those who are transitioning to, or looking to maintain, an at-home workforce to achieve the best outcomes. Training and coaching to deliver the highest level of customer service. The strategies that drive the contact center industry in 2020 and beyond are different from the past.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

Upstream Works

JANUARY 26, 2021

2020 brought a lot of changes to organizations and contact centers all over the world. Provide enhanced self-service options. It has forced businesses to rethink their processes, strategies, and goals. To help contact centers provide that, here are three ways to rethink digital CX. Make it easy to do business online.

Contact Center 78

Contact Center Self service Technology Surveys 78

REVE Chat Blog

NOVEMBER 21, 2019

It generates visitor report analytics that helps businesses to track the behavior of the website visitor. It could be a self-service portal, live chat support or co-browsing as well. Traffic generating content like social media posts, blogs, videos, infographics, etc. Take proactive actions through the behavior stages.

Best practices 77

Best practices B2B Sales Chatbots 77

Calabrio

DECEMBER 18, 2020

The emergence of analytics has been one of the biggest trends of the past decade, providing companies with exponentially better insight into their data. Analytics software is helping contact centers tap into that information for a better understanding of customer preferences, expectations and requirements. Rise of the Research Team.

Contact Center 52

Contact Center Analytics Coaching Self service 52

Callminer

DECEMBER 17, 2019

Tools like speech analytics solutions help monitor QA, ensure compliance, and provide insights that aid in agent performance management , as well. ” – Alicia Johnson, 25 Stats That Indicate the Recent Trends in Contact Center Industry , Fusion Blog; Twitter: @fusionbpo. Sales Pursuits. “U.S. contact centers spend $12.4

Call Center 207

Call Center outsourcing Contact Center Finance 207

Enghouse Interactive

OCTOBER 2, 2020

The latest Contact Babel 2020-21 Customer Experience Decision-Makers’ Guide , sponsored by Enghouse Interactive, enables everyone involved in CX to track these shifts and respond effectively to them. Just over half (52%) focused their CX improvements on reducing cost while keeping quality high, such as by introducing self-service.

Customer Experience 40

Customer Experience B2C Self service Customer retention 40

JustCall

AUGUST 12, 2022

2020 sped up that pattern as the world shifted to remote working and continually evolving conditions. Numerous “as a service” options are now accessible, and organizations can uncomplicate their tasks by depending on them to decipher the code for a better client experience. Meaning & Concept of CPaaS and CCaaS.

APIs 52

APIs Contact center software Contact Center Enterprise 52

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. In Part 1 of this blog we will discuss the “Human” category trends. Dive Deeper into Customer Intelligence with Analytics. Enhance Social Engagement. Learn more.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Lumoa

SEPTEMBER 30, 2022

This represents great news for banks as consumers are also more willing to use apps from (and share personal data with) their financial service providers. Modern consumers are also extremely self-sufficient. So much so, that 4 out of 5 customers expect to see more self-service options from financial institutions.

Banking 94

Banking Customer Experience Big data Chatbots 94