DMG Consulting

OCTOBER 7, 2024

GenAI: Reaping the Benefits and Navigating the Challenges View this article on the publisher’s website We’re now well past the midway point for 2024, and it’s clear that artificial intelligence (AI), particularly generative AI (genAI), is solidifying its role as an essential contact center technology.

Contact Center 48

Contact Center contact center solutions Self service Technology 48

Playvox

APRIL 4, 2023

Gartner also predicted that by 2024, this emotional effort will be the top reason customer service reps leave the service center. A coaching solution that automatically delivers lessons on improving service can help show agents the best practices they need to develop strong emotional regulation skills.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Playvox

FEBRUARY 1, 2024

There are three types of sentiment: Positive sentiment Neutral sentiment Negative sentiment According to the Zendesk CX 2024 CX Trends Report , 70% of consumers spend more with companies they feel provide positive experiences. Earlier Zendesk research shows 61% of customers would switch to a competitor after one bad experience.

Contact Center 93

Contact Center Best practices Surveys Feedback 93