TechSee

FEBRUARY 2, 2022

They can leverage software to offer customers conveniences like Interactive Voice Response (IVR), mobile functionality, and a range of self-service tools. 5 Innovative Call Center Technologies in 2022. Learn how TechSee’s helped Achmea improve their core KPIs and enhance customer satisfaction .

Call Center 124

Call Center Technology Interactive Voice Response Analytics 124

Fonolo

JANUARY 12, 2023

Tools like interactive voice response (IVR) and smart call routing are tried and true ways to save time and money – and offer better service. Most managers also rely on an analytics package (or several, depending on how integrated your software is) to monitor KPIs. More personalization and better customer experience .

Contact Center 138

Contact Center Interactive Voice Response First call resolution Contact center software 138

TMP Direct

APRIL 22, 2021

Enterprise executives today cite customer experience as their Number 1 reason for investing in AI; cost reduction has now moved to second place. AI-enabled conversational agents, for example, are expected to handle nearly 20% of all customer service requests by 2022. The role of AI.

Call Center 52

Call Center Benchmark Interactive Voice Response Customer centricity 52

NobelBiz

NOVEMBER 16, 2021

For years she worked with someone to develop software that can measure people’s emotions. Hence, the question: is measuring customer emotions actually a good idea? The power of emotions for Sales agent In sales, emotional intelligence is a key component. Listen to her point of view on the topic.

Contact Center 52

Contact Center Coaching Sales Consulting 52

3CLogic

JANUARY 24, 2024

With the American Customer Satisfaction Index making its largest decline in 28 years in 2022 — falling from 77 in 2018 to 73.1 in 2022 — dissatisfaction and frequent complaints from customers are rising. Conversational AI can understand who the customer is and their reason for calling, even before the conversation begins.

Contact Center 64

Contact Center Virtual Agent Self service CRM 64

CSM Magazine

DECEMBER 15, 2022

According to international outsourcers CGS, 80% of consumers feel more emotionally connected to a brand when customer service solves their problem and 30% of consumers are willing to pay more for excellent service, a 6% increase over 2019. As a result, improving service levels is the top goal for 38% of contact centres in 2022.

Coaching 52

Coaching Analytics Feedback outsourcing 52

Pointillist

OCTOBER 22, 2018

The most impactful uses of artificial intelligence help you to better understand the different types of customer data gathered and make better sense of it. Use AI-based Text Analytics to Analyze Customer Feedback. Text analytics adds context and color to the information you receive through your customer experience metrics.

Customer Experience 40

Customer Experience Analytics Metrics Multichannel 40