AWS Machine Learning

MARCH 1, 2024

Machine learning (ML) technologies continually improve and power the contact center customer experience by providing solutions for capabilities like self-service bots, live call analytics, and post-call analytics. For Event Source Suffix , enter a suffix (for example, genesys-eb-poc-demo ). Save your configuration.

Chatbots 92

Chatbots APIs Self service Contact Center 92

DMG Consulting

APRIL 13, 2022

Interaction Analytics: What’s Driving Adoption. INTERACTION ANALYTICS (IA) has proven its worth and benefits in the best and worst of times. Interaction analytics is the only application that can provide this variety of information. By Donna Fluss. IA Facilitates Transition To The New Work World.

Analytics 48

Analytics Enterprise Contact Center Quality management 48

JustCall

NOVEMBER 25, 2022

For meeting the goal of quality control, speech analytics software examines live or recorded calls and decodes emotional signs. Similar to voice recognition software, speech analytics software analyzes spoken language through artificial intelligence. Give call center agents instructions using call center voice analytics software.

Analytics 52

Analytics Cloud contact Coaching Telecommunications 52

CSM Magazine

SEPTEMBER 30, 2022

Recognised leaders demonstrate how Calabrio Analytics delivers millions to revenues and the bottom line each year. The event celebrated companies charting the future of agent and customer engagement using Calabrio ONE through the annual Calabrio Analytics Competition and the ONE Awards.

Analytics 52

Analytics Coaching Interactive Voice Response Customer centricity 52

Pointillist

MARCH 20, 2020

Over the past few years, CX leaders have adopted customer journey analytics to connect the dots between customer behavior and the KPIs by which businesses are measured. So, how are leading enterprises using customer journey analytics in the real world? So, how are leading enterprises using customer journey analytics in the real world?

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70

JustCall

APRIL 9, 2024

External events: Events such as product launches, service outages, or industry developments may trigger a surge in calls. Call monitoring Install real-time call analytics dashboards. When call volumes surge in one area, you can move cross-trained staff from other queues for uninterrupted service delivery.

Agent Empowerment 40

Agent Empowerment Self service Interactive Voice Response Call Center 40

Fonolo

NOVEMBER 11, 2022

Since you’re here, you can enjoy an appetizer before the main event. IVR and Self-Service Step Up . Explosive growth in raw computing power is transforming self-service tools like Interactive Voice Response (IVR) , making them smarter and more powerful — and customers are noticing. . Proactive Self-Service .

Contact Center 87

Contact Center Interactive Voice Response Self service Call Center 87

JustCall

APRIL 8, 2024

Call centers are the lifeblood of customer service, but like any team, they have limits. However, unexpected surges can also occur due to promotional campaigns or external events. Introduction of new customer service channels (e.g., What is call center scaling? chat, social media) Customer preferences evolve over time.

Call Center 40

Call Center Interactive Voice Response Self service Chatbots 40

Tethr

NOVEMBER 1, 2018

Now, industry leaders are utilizing speech analytics for insurance to surface insights that help the entire organization achieve goals like reducing customer effort, improving agent enablement, ensuring compliance, and more. Wondering how speech analytics can provide value for your insurance organization?

Analytics 48

Analytics Self service Inbound sales Customer effort 48

Outsource Consultants

AUGUST 7, 2023

While many companies employ multiple ways to cut down call volume and increase self-service options, the three key types are: AI, Voice Analytics, and Self Service options AI is a tool used to learn from customer interactions and apply the data to improve user experience.

outsourcing 67

outsourcing Self service Call Center Chatbots 67

DMG Consulting

APRIL 8, 2024

WFM solutions have changed significantly in the past few years, transitioning from applications intended to optimize and control agent schedules into systems that empower employees with greater levels of flexibility delivered via self-service. But this is just the start of many innovations being introduced into the WFM market.

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

Solvvy

SEPTEMBER 7, 2022

Solvvy’s Analytics give support leaders powerful insights into everything from how their team is performing to issues with the product. The online ticketing company SeatGeek boosted their self-service rate to 60% with Solvvy. But don’t take our word for it.

Customer Support 106

Customer Support Self service Engineering Analytics 106

Hero Digital

DECEMBER 19, 2018

In the interviews below, we discuss not only the important considerations for companies looking to utilize Sitecore and Salesforce following the announcement of their partnership at the event, but also how to get the most value and most importantly, how customers can start utilizing Sitecore capabilities such as their analytics and more.

Personalization 40

Personalization Analytics B2B Self service 40

TechSee

NOVEMBER 20, 2018

Truck Rolls – or the need to dispatch a technician to a customer’s location for service – represent one of the largest costs in customer service operations, across a wide range of industries. Truck rolls cost anywhere from $150 – $500 per event, with that amount easily doubling when considering indirect costs.

Technology 153

Technology Analytics Enterprise Technical Support 153

SmartAction

MARCH 7, 2023

This integration will enable voice-enabled self service, a feature that customers are demanding, and the ability to handle complex voice interactions. Hundreds of thousands of voice and conversational transactions, or events, equates to millions upon millions of data points and bits of information.

Multichannel 82

Multichannel Virtual Agent Self service Accountability 82

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. They are “the ones to watch” and we recommend you follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events. Follow on LinkedIn

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

CSM Magazine

FEBRUARY 6, 2024

It’s not just about keeping score; it’s about enhancing every aspect of the event experience, from ticket sales to concessions, all in real-time. Stay tuned as I dive into how Oracle EPM is revolutionizing the game for stadiums, making every event a win-win for everyone involved.

Entertainment 52

Entertainment Finance Consulting Consulting 52

CSM Magazine

JULY 26, 2023

Flexibility is a Two-Way Street A flexible approach benefits agents psychologically while making contact centres more agile and better prepared for volatility in demand and other unexpected events. This form of self-regulation ensures agents are in the right place at the right time—on duty when they know they will perform at their best.

Self service 52

Self service Coaching Chatbots Analytics 52

JustCall

APRIL 3, 2024

JustCall’s team members’ analytics can help. Customer feedback or complaints – Certain events or issues like faulty products can cause widespread customer dissatisfaction. Offer self-service options Customers often call with the same common questions over and over. Explore JustCall today.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

ShepHyken

NOVEMBER 30, 2018

As an example, evaluate abandonment within your web self-service channels. Using the journey map, analytics and voice of the customer data, identify the specific factors that drive satisfaction within each channel. See why 550+ industry executives are joining us: view more event information.

Abandon rate 239

Abandon rate Journey mapping Average Handle Time Customer centricity 239

Nicereply

NOVEMBER 16, 2022

Most feedback tools also allow you to track and analyze your customer feedback using built-in reporting and analytics. Knowledge bases are one of the most popular self-service solutions out there. Analytics tool to see the big picture clearly. Many support ticketing tools have built in analytics, such as Zendesk Explore.

Management 98

Management Analytics Feedback Surveys 98

Aspect

AUGUST 21, 2019

ACE Europe 2019 is here and is set to be our most insightful instalment yet, with users and influencers given the opportunity to exclusively learn about the new Aspect, hear our latest product roadmap and discover the latest trends in workforce optimisation , interaction management and engagement analytics.

Best practices 70

Best practices Self service Analytics Education 70

Spearline

JULY 21, 2022

Consequently, no other testing solution can provide the range and depth of testing metrics and analytics. testingRTC is predominantly a self-service platform, where you write and test any script you want independently of us with our extensive knowledge base documentation as a guide. Happy days!

Scripts 98

Scripts APIs Metrics Analytics 98

ShepHyken

AUGUST 1, 2017

Jeff works closely with industry analysts and has been a frequent presenter at industry events on subjects including consumer engagement strategy, customer analytics, digital marketing and customer journey best practice. How can artificial intelligence (AI) make customer service better?

Education 187

Education Self service CRM Best practices 187

Totango

JUNE 15, 2022

You need a solution that unites your teams around digital touchpoints, customer health data and analytics, and powerful automation technologies. To ensure your customers are continuing to find value, however, you need to be able to monitor customer outcomes through everyday digital touchpoints and precise customer health data and analytics.

Upselling 95

Upselling Analytics Self service CRM 95

Natalie Petouhof

AUGUST 15, 2022

Ideally, listening uses advanced analytics and artificial intelligence (AI) to uncover issues and opportunities. This could mean eliminating pain points in the customer journey, developing new products and services, or developing self-service tools and technologies that increase convenience.

Customer Experience 52

Customer Experience Analytics Big data Surveys 52

Uniphore

AUGUST 6, 2021

Few events have tested the modern contact center—and exposed its shortcomings—like the 2020 pandemic. While self-service could relieve some of the pressure to agents, it couldn’t keep pace with the flood of complex calls. David Sokolitz, VP Solution Design at Arise Virtual Solutions, discusses the rise of complex transactions.

Contact Center 98

Contact Center Self service Call Center Analytics 98

Upstream Works

AUGUST 5, 2021

One reason for rising cloud adoption is the variety of strong use cases, including better agent engagement, smarter call routing, improved self-service options, richer management reporting, more personalized CX, and more.

contact center solutions 78

contact center solutions Contact Center Journey mapping Call Center 78

Talkdesk

MARCH 17, 2020

In response to the COVID-19 pandemic, many global agencies have issued travel advisories or restrictions, large conferences and entertainment events have been canceled, and companies are beginning to ban business-related trips. The consequences are estimated to cost the U.S. IVR and routing customization for a smoother customer journey.

Contact Center 94

Contact Center Interactive Voice Response Entertainment Self service 94

CSM Magazine

OCTOBER 5, 2020

Customer Service & Experience USA 2020 (November 17-18th) brings together an unrivalled list of senior customer service leaders from the world’s most powerful and innovative brands. Join 5000+ customer care professionals online for a virtual event that is purpose-built to propel your business into the future of customer service.

Customer Service 52

Customer Service Chatbots Self service Analytics 52

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ConvergeOne

APRIL 20, 2021

They’ve beefed up self-service channels, helping customers navigate the systems themselves. They continue to look at the metrics as part of a continuous improvement program with analytics. The investment areas include digital assistants for the agents, better self-service options for the customers, and better analytics.

Customer Care 56

Customer Care Analytics Self service Contact Center 56

Eptica

OCTOBER 9, 2019

Author: Pauline Ashenden - Marketing Manager We’re now partway through National Customer Service Week (NCSW) , which runs from the 7 th -11 th October. This annual global event is the perfect opportunity to emphasize the importance of customer service to the bottom line. Share this page on: Tweet.

Customer Service 60

Customer Service Customer centricity Multichannel Contact Center 60

ChurnZero

AUGUST 14, 2020

The tool is used to facilitate and track interactions between support agents and customers via live chat, social media, phone, and email (often ticketing) as well as to create knowledge bases and other self-service customer help resources. Customer Support/Service or IT Operations. Product Analytics Software. Who owns it?

CRM 87

CRM Finance Upselling Accountability 87

Comm100

JUNE 23, 2022

In 2022, 58% of customers surveyed said they’ve used chatbots for simple customer service, compared to 43% just two years prior. Acceptance and even preference for chatbots is also growing quickly among Millennials and Gen Z in particular, with both saying that they prefer self-service when available for simple cases.

Chatbots 78

Chatbots Education Wait times CRM 78

DMG Consulting

MAY 3, 2019

Flex scheduling, agent self-service empowerment, and adaptive real-time scheduling capabilities are the new standard of WFM and key competitive differentiators. Agents also experience “variances to plan,” and must be able to self-adjust their schedules in real time in response to unanticipated events.

Omni-channel support 67

Omni-channel support Contact Center Self service Analytics 67

ConvergeOne

APRIL 20, 2021

They’ve beefed up self-service channels, helping customers navigate the systems themselves. They continue to look at the metrics as part of a continuous improvement program with analytics. The investment areas include digital assistants for the agents, better self-service options for the customers, and better analytics.

Customer Care 40

Customer Care Analytics Self service Contact Center 40