InGenius

JANUARY 15, 2019

In an age of digital transformation, where technology has become so advanced that it's able to replace humans on numerous levels, there is much speculation over what the future holds for the contact center agent. there are still many uses for the human agent within the contact center. Skynet is coming!),

Contact Center 48

Contact Center CRM Marketing Technology 48

Talkdesk

JANUARY 16, 2018

This post was originally written by Emily Blazensky , Director of Marketing at VoiceBase, for Opentalk Magazine. . The thousands-upon-thousands of conversations that pour into call centers worldwide every day contain priceless information. Everybody knows that. What are your customers saying about your company or your competitors?

Analytics 40

Analytics Call Center Customer centricity Construction 40

Fonolo

APRIL 24, 2018

It’s been an exciting year so far in the world of contact centers. In just the last month we saw the release of Apple’s Business Chat, the announcement of Twilio’s new Flex call center platform and the acquisition of Altocloud by Genesys. You should also check out, 4 Contact Center Reports to Start Off Your Year.).

Contact Center 57

Contact Center Call Center Self service Surveys 57

VocalCom

JANUARY 28, 2019

Chatbots Magazine further adds that 67% of people expect to use messaging apps when communicating with a business. Predictive analytics. Predictive analytics can determine, for example, the most frequent reasons for customer contact. Expect to see AI as a power tool for personalization.

Customer Experience 48

Customer Experience Contact center software Chatbots Customer centricity 48

CSM Magazine

MAY 30, 2023

In my longer blog in the The CX Lab I discuss ways to win the CX relay including tight integration, AI driven customer self-service and adopting a strong Workforce Engagement Management (WEM) framework. Calabrio is a trusted ally to leading brands.

Chatbots 52

Chatbots Self service Customer centricity Contact Center 52

Vistio

OCTOBER 5, 2021

He is a former technology director turned communication adviser, writing books and blogs on technology, work, and globalization. You now work predominantly as a communication advisor due to your experience writing books and blogs on technology work and globalization for notable media outlets like Huffington Post and the BBC.

Chatbots 52

Chatbots Contact Center Banking Technology 52

West

APRIL 19, 2017

In my recent article published in CS Week’s Spring edition of Newsline Magazine (Page 3) , I explore the customer experience (CX) challenges today’s utilities face, and offer my take on how utilities can capitalize upon the “ mobile shift ” that has gradually seeped into the industry.

Customer Experience 59

Customer Experience Self service Customer Care Cloud contact 59

Etech

DECEMBER 7, 2017

The first thing you want to do is put the power of analytics to good use. This article was first published in Contact Center Pipeline magazine. The post Can AI Replace Call Center Human Agents ? Doing so gives you a solid idea of problem areas that can be helped with AI and where you can start implementing AI.

Call Center 83

Call Center Entertainment Engineering Contact Center 83

Mindtouch

APRIL 17, 2017

Alex Konrad , Forbes Magazine, Staff Writer, @alexrkonrad, LinkedIn. Keri Keeling , Bluenose, Analytics VP of Customer Success and Operations, @M1sskaos, LinkedIn. Zainal Khair , Electrolux, Contact Center and Knowledge Manager, EMEA @Electrolux, LinkedIn. Alka Tandan , Turbine B2B, Principal, @TurbineB2B, LinkedIn.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

Vistio

JULY 11, 2022

And that’s one of the reasons I do a lot of stuff in the BPO space and the contact center systems, but also on the, as I just mentioned, the telecom infrastructure aspects of is really interesting because of my past. I just did a piece for Intelligent Sourcing Magazine. And so I like to stay on top of that. I love that.

Technology 52

Technology Self service Contact Center Analytics 52

CSM Magazine

JUNE 20, 2019

Coveo is the market-leading AI-powered insight platform, combining unified search, contextual relevance, analytics and ML-powered recommendations technology. For more information, please visit www.coveo.com , and follow us on the Coveo blog , LinkedIn , and Twitter. 75% Improvement in Average Handling Time. 35% Fewer Escalations.

Technology 40

Technology Average Handle Time Enterprise Contact Center 40

CSM Magazine

DECEMBER 14, 2015

Speech Analytics Piloting. The improvement in speech analytics will entice many companies to start pilots for extracting insights from their contact center conversations with customers. Predictive Analytics Personalizing. Richer data hubs will enable companies to personalize experiences based on predictive models.

Customer Experience 45

Customer Experience Journey mapping Analytics Metrics 45

Netomi

JANUARY 5, 2022

He’s the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast. Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Monet Software

OCTOBER 15, 2018

For the first time in six years, the online magazine Contact Center Pipeline conducted a technology-based survey about the state of the industry. Six years is a long time given the speed at which technology changes – so how did the more than 200 contact center professionals respond this time around? Why Upgrade?

Contact Center 59

Contact Center Surveys CRM Quality management 59

CSM Magazine

JANUARY 11, 2016

Contact centers can no longer be viewed simply as cost centers. The reality is many contact centers will only need to enhance existing architecture. Using a social customer service tool with analytics will be a big help here. 34% of contact centers are planning for a hosted solution.

Customer Service 40

Customer Service Contact Center Accountability APIs 40

Uniphore

JANUARY 4, 2022

Speech Analytics. Analyze Analytics and insights from 100% of interactions across all channels. Explore the latest Uniphore innovations that are transforming the agent and customer experience in the contact center. Umesh was globally recognized in 2016 as one of the ten ‘Next Generation Leaders’ by Time Magazine.

Enterprise 126

Enterprise Customer retention Engineering Analytics 126

CSM Magazine

AUGUST 8, 2023

VoE tools such as speech analytics dynamically capture how agents are feeling and are a powerful way to collect indirect feedback, such as signs of frustration or fatigue. For more ideas on how to drive employee engagement, read our other blogs and stay connected with all things CX by visiting The CX Lab.

Employee engagement 52

Employee engagement Agent burnout Gamification Analytics 52

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Michael Mancinone. peoplogica. Bret Bonnet is the Co-Founder and President of Quality Logo Products , a $42.5M

Management 207

Management Customer Service Consulting Consulting 207

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Michael Mancinone. peoplogica. Bret Bonnet is the Co-Founder and President of Quality Logo Products , a $42.5M

Management 182

Management Customer Service Consulting Consulting 182

Callminer

SEPTEMBER 5, 2017

It goes without saying that this is an incredibly complex undertaking, particularly in large organizations with thousands of call center agents having many thousands of interactions with consumers every day. Companies that use speech analytics software have an easier time monitoring these interactions. Nabahat Shanza. nabahatShanzA.

Call Center 140

Call Center call center software outsourcing Coaching 140

City Communications

APRIL 29, 2019

This version of AI is served up to us in ads and the think pieces our bosses are clipping out of magazines and dropping on our desks when they say “get me some AI.” If you’ve been contemplating the implementation of AI technology into your business, contact us at City Communications.

Interactive Voice Response 40

Interactive Voice Response Contact Center Technology Analytics 40

REVE Chat Blog

DECEMBER 5, 2019

The chatbot can ask relevant questions and can be more engaging for customers to submit their contact information. . Vainu , a data analytics service, followed the same with their VainuBot. The bot handles 16,000 customer interactions weekly, as covered on the MarTech Today blog. KLM mentioned that 1.7 average of 15%).

Chatbots 70

Chatbots Real estate Healthcare Banking 70

Netomi

FEBRUARY 28, 2022

Alexandra da Silva Rodrigues – Strategical Advisor for Global Contact Centers, Radisson Hotel Group. Alexandra has more than 20 years of professional experience in Customer Care, Contact Centers and Customer Experience. We also partner with the user research and support team.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64