2021 Customer Experience Quality management Self service 
TechSee
APRIL 21, 2021
According to a 2021 survey, 65% of U.S. AI call center solutions are expected to reduce agent training time and streamline the entire support process, resulting in a more satisfying customer experience. Computer Vision AI-Based Self-Service. AI is reshaping the enterprise approach to self-service.
DMG Consulting
JANUARY 29, 2021
2021: The Year of the Contact Center. 2021 is off to a rocky start as countries struggle to roll out the vaccines needed to combat the COVID-19 pandemic. What are your top contact center priorities for 2021? What are your top technology priorities for 2021? Figure 1: Top 5 Contact Center Priorities for 2021.
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Enghouse Interactive
JANUARY 15, 2021
Secondly, lockdowns meant that contact centres had to switch to working remotely, leading to a greater burden on customer service teams as they adjusted to a very different environment, all while trying to cope with their own concerns about the pandemic and its effects. Deliver a personalised experience.
DMG Consulting
MARCH 30, 2021
March 30, 2021 By Donna Fluss. Enterprises need to continue to focus on enhancing the customer experience (CX) in all touchpoints, not just in the contact center. The new generation of self-service solutions should be backed by digital-first support organizations, with phone-based service available as the channel of last resort.
Enghouse Interactive
JUNE 9, 2021
An omni-channel contact center with its multiple touchpoints across the customer journey – using a mix of voice, text, SMS, social media, or video –can provide an organization with the info needed to personalize the customer engagement process. 1) 2021 Accenture Interactive, [link]. Get it here now. (1)
DMG Consulting
SEPTEMBER 24, 2021
July 7, 2021 Donna Fluss. There are times, as was the case during the pandemic, when it’s inappropriate to survey customers, which left companies in the dark when they had no other way of tracking and measuring the customer experience. The Transformational Value of Interaction Analytics.
DMG Consulting
SEPTEMBER 20, 2021
May 25, 2021 Donna Fluss. These include modifications to fundamental business activities—how products and services are distributed, and how and by whom customer service is delivered. Companies must continue to prioritize the customer experience (CX) as they reimagine customer journeys.
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