CSM Magazine

NOVEMBER 14, 2023

Leading research and consulting firm Gartner predicts that Conversational AI will reduce contact centre labour costs by $80billion in 2026 and over the same period, one in 10 agent interactions (10%) will be automated, an increase from an estimated 1.6% of interactions today. About the Author Dave Hoekstra is Product Evangelist at Calabrio.

Average Handle Time 52

Average Handle Time Customer centricity Coaching Self service 52

SharpenCX

OCTOBER 15, 2023

Sharpen is investing in contact center AI where it makes the most impact on the metrics that matter—customer wait time, handle time, response time, agent productivity, and of course, agent satisfaction and performance. According to Gartner research , 30% of reps will automate a portion of their jobs by 2026.

Contact Center 67

Contact Center Interactive Voice Response Virtual Agent Technology 67

Balto

NOVEMBER 2, 2023

Evolution of Contact Centers in Enterprises Contact centers have been there since the 60s, but what started as a simple office model for handling inbound and outbound customer calls has evolved drastically over the years to include omnichannel support that covers email, social media, live chat, and more recently, AI chatbots.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

The first step in creating a revenue-generating customer service organization is to determine which strategy or strategies are most applicable to your business today. According to the Customers 2020 Report, by 2020, customer experience will overtake price and product as the key brand differentiator.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

SmartKarrot

APRIL 28, 2022

Customer Experience in Metaverse. As per a Gartner prediction, by 2026, 25% of people will spend at least an hour per day in Metaverse. Metaverse is a terrific opportunity to create meaningful, personalized customer experiences. Customers can choose their avatar based on gender, age, social networks, and interests.

Customer Experience 11

Customer Experience B2B Metrics Customer centricity 11

JivoChat

APRIL 16, 2023

trillion dollars by 2026—a significant increase of 56% from 5.2 This includes tracking key metrics such as page views, bounce rate, average session duration, conversion rate, etc. All these sites have one thing in common (and it’s not that they start with A and E) - their strategy and international success. trillion U.S.

Analytics 82

Analytics Engineering Advertising Sales 82