ShepHyken

JANUARY 4, 2022

A lot of companies buy into the “Digital Fallacy” or the belief that digital channels are the only things that matter, and that voice is no longer important. People still use voice channels. What people don’t like about voice channels is the experience. Shep Hyken is a customer service and experience expert,?

Virtual Agent 324

Virtual Agent Interactive Voice Response Contact Center Consulting 324

TechSee

APRIL 21, 2021

According to a 2021 survey, 65% of U.S. Next-step suggestion: Consider implementing a pilot program to determine how collaboration between customer service agents and subject matter experts can improve service, based on KPIs such as CSAT and FCR rates. AI-Driven Agent Decision Support.

Call Center 136

Call Center Contact Center Self service call center solutions 136

DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. Digital-first servicing drives improved CX and brand engagement. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Consulting 62

Consulting Consulting Marketing Customer Service 62

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.

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

3CLogic

MAY 26, 2022

Be sure to consider that your customers are savvier, your competitors are adapting, and your legacy system is holding you back. Customers Demand A Seamless Experience. During 2020 and 2021, customers rapidly moved to digital-first interactions, creating a permanent change in the ways companies approach customer experience.

Interactive Voice Response 52

Interactive Voice Response Customer Experience Management Journey mapping 52

DMG Consulting

SEPTEMBER 24, 2021

The Transformational Value of Interaction Analytics. July 7, 2021 Donna Fluss. INTERACTION ANALYTICS (IA) has proven its worth and benefits in the best and worst of times. Companies need to be able to conduct business in an increasingly virtual and digital environment, as this is what their customers expect.

Analytics 77

Analytics Enterprise Contact Center Quality management 77

Uniphore

JUNE 10, 2021

When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. Did you know: 56 percent of agents reported planning to quit in the future? Direct your Callers to Effortless Digital Customer Service With Visual IVR. Try Demo Now.

Call Center 98

Call Center Self service Contact Center Interactive Voice Response 98