Comm100

JUNE 5, 2018

Unsurprisingly, the enthusiasm of AI has spilled over to customer experience (CX) in the hope of improving call center efficiency. This uncertainty has generated myths about AI, such as the popular thinking that AI will replace call center agents or equally popular, that AI will solve all CX problems.

Contact Center 48

Contact Center Chatbots Call Center Self service 48

Taylor Reach Group

MAY 30, 2017

It seems there is no shortage of experts and pundits weighing in on what they see as the trends that will impact the Call Center/ Contact Center industry. In this post, I want to focus on trends that are already starting to ‘bite’ in Call and Contact Centers. . . . AI continues this evolution.

Contact Center 71

Contact Center Interactive Voice Response Journey mapping Banking 71

Fonolo

SEPTEMBER 11, 2018

The title of last week’s post was “AI is Not Reducing Call Center Agent Employment”. More broadly, it’s long been true that a focus on boosting self-service capabilities (with or without AI) is going to yield some reduction in agent need. This matters because, if you sell call center seats for a living (e.g.

Customer Service 89

Customer Service Banking Contact Center Call Center 89

DMG Consulting

OCTOBER 4, 2017

The 3 Contact Center Applications That Pay for Themselves. Almost every year, contact center leaders are asked to reduce operating costs and improve productivity while enhancing the customer experience. There are three emerging contact center technologies that can deliver all of these benefits.

Contact Center 48

Contact Center Virtual Agent Self service Chatbots 48

ShepHyken

APRIL 28, 2017

The right contact center technology for a SCV. By and large, the only way to ensure the personal connection customers demand is to tap into all the data that’s being generated every time they contact you. I won’t sugarcoat it…that’s a lot of data, and dealing with it isn’t child’s play. 83% used the phone.

Customer Service 228

Customer Service Contact Center Technology Big data 228

VocalCom

JULY 2, 2020

The necessary acceleration of contact centers’ digitalization will bring to the fore the crucial value of the human touch. Digitalization is quickly sweeping through contact centers. However, this does not mean that agents will totally disappear from contact centers.

Contact Center 62

Contact Center Self service Chatbots Virtual Agent 62

TechSee

NOVEMBER 20, 2018

This allows the enterprise to focus efforts on calls likely to result in successful self service, and spend minimal time on those incidents that definitely require truck rolls. .

Technology 153

Technology Analytics Enterprise Technical Support 153

VocalCom

MAY 21, 2018

The technologies used in modern contact centers are instrumental in delivering great customer experiences. Here are five ways to reduce customer effort through the efficient use of contact center technologies. Here are five ways to reduce customer effort through the efficient use of contact center technologies.

Customer effort 48

Customer effort Technology Interactive Voice Response Big data 48

Fonolo

SEPTEMBER 11, 2018

The title of last week’s post was “AI is Not Reducing Call Center Agent Employment”. More broadly, it’s long been true that a focus on boosting self-service capabilities (with or without AI) is going to yield some reduction in agent need. This matters because, if you sell call center seats for a living (e.g.

Customer Service 52

Customer Service Banking Contact Center Call Center 52

Customers That Stick

NOVEMBER 13, 2014

I am a Customer Experience and Contact Center Manager with over 15 years of contact center experience. My years in contact center leadership have provided me a solid understanding of the call center environment. I feel customer service has improved. Meet Sean Hawkins! False Dichotomy.

Customer Experience 137

Customer Experience Contact Center Big data outsourcing 137

Fonolo

OCTOBER 31, 2018

Think “P2P”, “big data”, “IoT”, or “blockchain”. Effect on Customer Service and Call Centers. Two of the technologies that are currently in the “AI” bucket have a direct impact on customer service are ASR (speech recognition) and NLP (natural language processing). Call Center 101: The Golden Rules of SLAs.

Call Center 105

Call Center Self service Technology industry standards 105

Spearline

SEPTEMBER 10, 2019

At Spearline , many of our customers are contact centers all around the world, used for customer service, sales, and product information. We thought we’d take a look at some of the current trends in the contact center industry and predict where things may be headed. Chatbots and Self-Service.

Telecommunications 53

Telecommunications Contact Center Big data Analytics 53

Outsource Consultants

FEBRUARY 16, 2018

Companies that utilize Big Data to analyze their customers by segmentation of their social media interactions, website interactions, and other behaviors will be able to shift their focus towards a customer-centric philosophy. Need an omni-channel contact center to help provide a digital customer experience? We can help!

outsourcing 52

outsourcing Big data Customer centricity Contact Center 52

Dialer 360

SEPTEMBER 27, 2018

This is a conflict with call quantities and ability to meet queries at wait time. Contact center reps are often denying, breaks chastised for not call under time limit. Customer service acting isn’t for everyone. Usually, all contact center is the nightmare. Data Mining. Predicting Outcomes.

Call Center 20

Call Center Contact Center Construction Finance 20

VocalCom

NOVEMBER 26, 2018

Big data is another important resource for designing proactive customer experiences. For example, long average handling times may indicate miscommunication among departments or insufficient use of contact center technologies such as CRM databases. Empower customers through self-service.

Customer effort 48

Customer effort Average Handle Time Contact center software Interactive Voice Response 48

Fonolo

SEPTEMBER 4, 2018

Andrew Yang, founder of “Venture for America” (and a long-shot candidate for president in 2020) said “Google recently demonstrated software that can do the job of an average call center worker … that’s going to result in hundreds of thousands of jobs lost”. Duplex is Not About Agent Replacement. Let’s take this apart.

Call Center 209

Call Center Self service Contact Center Chatbots 209

Dialer 360

SEPTEMBER 7, 2018

This is already stirring of change call center with automating different small repetitive. Usually, user can touch throughout pictorial menus, speak to specific contact center agent. Even view holding time and select a call back option. Huge Data Analytics. What are the call center automaton software?

Call Center 20

Call Center Interactive Voice Response Analytics Call flow 20

Contact Center Pipeline

SEPTEMBER 26, 2018

Back in the day when you had to call for a cab instead of opening up the Uber or Lyft app, the only way to contact customer service was by calling… from your landline. We’ve come a long way and today the typical contact center now supports an average of nine communication channels between voice, […].

Customer Service 100

Customer Service Contact Center Big data Self service 100

Balto

MARCH 29, 2023

Leveraging Artificial Intelligence (AI) in your contact center can help you solve even the most challenging customer experience problems. And with customers having higher service level expectations than ever, deploying AI solutions into your existing contact center systems is vital for business success.

Contact Center 52

Contact Center Interactive Voice Response Coaching Virtual Agent 52

Enghouse Interactive

JULY 10, 2018

Provide simple digital self-service touch points. With the rise of rise digital technologies members are looking to self-service first. A study conducted by Dimension Data found that 73% of customers prefer to use a company’s website, instead of using social media, SMS and live chat for support.

Self service 40

Self service CRM Contact Center Analytics 40

NobelBiz

FEBRUARY 22, 2023

The customer service industry has been changing to place the customer in the first place. Contact center data plays a significant part in this growth, and the most successful firms make the most of this technology. That is why Call center analytics enables you to collect and analyze customer data to prioritize them.

Analytics 52

Analytics Call Center Big data Contact Center 52

Xaqt

JUNE 22, 2020

From frontline supervisors to executive leadership, reporting is the lifeblood of call center operations and the window into Customer Experience. This leaves call center management to either figure it out on their own or invest in expensive data integration projects and BI tools such as Tableau or Microsoft Power BI.

Call Center 52

Call Center Contact Center Analytics Engineering 52

NobelBiz

MAY 10, 2022

The efficiency of a contact center depends on one very important and key factor: the experience of its agents. When teams are satisfied with their jobs, feel fulfilled, and are driven, they can give exceptional customer service. How to define an excellent call center agent experience? How to tackle this problem?

Call Center 52

Call Center Interactive Voice Response Contact Center contact center solutions 52

TechSee

FEBRUARY 12, 2018

Verto Analytics offers market research and cross-platform measurement services that give brands, publishers, and researchers a multi-dimensional view of the digital consumer. An increasing number of customers are demanding self-service options. Messaging applications. Virtual Customer Assistants.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

TechSee

FEBRUARY 12, 2018

Verto Analytics offers market research and cross-platform measurement services that give brands, publishers, and researchers a multi-dimensional view of the digital consumer. An increasing number of customers are demanding self-service options. Messaging applications. Virtual Customer Assistants.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

Talkdesk

APRIL 21, 2017

Our panel of leaders from today’s top on-demand companies covers what makes their customers unique, how to handle all the new data and the difficulties of ensuring success for both service providers and customers. Turning Big Data Into Big Decisions. Bringing Call Centers Into the Modern Age.

Contact Center 40

Contact Center Customer centricity Construction Technology 40

Fonolo

OCTOBER 8, 2019

Big data is now used to address an increasing variety of business problems, from product launches to fraud and compliance. As retail contact center leaders gear up for the busiest time of the year, big data may be the last thing on their minds. Achieving this data-centric approach to CX may sound quixotic.

Big data 92

Big data Call Center Call Logging Self service 92

Hodusoft

NOVEMBER 13, 2019

So, in the case of contact center software, you have good things to look forward to in 2020. Still, these trends point to making life easier for contact centers and helping them to serve customers better and faster. We can expect it to gain even more ground as call centers based around WebRTC become more popular.

Contact center software 40

Contact center software Contact Center contact center solutions call center software 40

Verint

MARCH 29, 2018

Achor will present “Big Potential: How Transforming the Pursuit of Success Raises Our Achievement, Happiness and Well-Being” on the morning of Wednesday, May 16. Using big data and the findings from his research in 50 countries, Achor will show how pursuing success using an individual, self-focused approach can limit our progress.

Big data 23

Big data Journey mapping Customer Experience Management 23

Avaya

DECEMBER 4, 2017

It’s when an Avaya industry-leading contact center solution is put to its ultimate test. Every day, Avaya contact center solutions handle millions of customer calls, web chats, and texts around the world. Or a customer calling a bank’s call center agent to see if a check cleared.

Contact Center 69

Contact Center contact center solutions Interactive Voice Response Big data 69

Calabrio

JANUARY 6, 2016

CEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. Yes, cows: A company in the Netherlands developed a sensor that attaches to a cow’s ear, monitors its vital signs and transmits the data to a computer, which reports back to the farmer via email or text. The ticket is closed.

Contact Center 53

Contact Center Analytics Self service Wireless 53

Verint

MARCH 2, 2016

CRM Magazine – Roundtable Webinar. March 2; Webinar. Verint’s Greg Sherry, vice president, marketing, will present “Why Voice of the Customer Is Essential Now—Understand What Customers and Prospects Are Thinking Before It’s Too Late” at 2 p.m.

CRM 22

CRM Analytics Enterprise Marketing 22

DMG Consulting

APRIL 10, 2017

This includes branch/storefront, back office, in-person sales, website, social media, and contact center activities (including interactive voice response, web self-service, live agent, text, and chat). This is the kind of knowledge that enterprises have been seeking for generations.

CRM 48

CRM Analytics Journey mapping Interactive Voice Response 48

TechSee

DECEMBER 5, 2017

Contact Centers appreciate: “We got our customer support sorted the day we started using Casengo to manage emails and social media posts.” Its intelligent knowledge base/self-service platform is powered by artificial intelligence, unified search, rich analytics, and machine learning. ” 2. Coveo.

Contact Center 116

Contact Center Technology Self service Call Center 116

Balto

SEPTEMBER 12, 2023

The transformative shift to digital interactions has changed customer expectations to include 24/7 self-service and personalized and consistent digital experiences across different channels and platforms. Other types of data that it collects include customer demographics, lifestyle, and interests. Evolving customer expectations.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52

Comm100

FEBRUARY 16, 2018

That is why reducing customer effort was voted the number one priority for contact centers in 2018. This statistic comes from CCW Digital’s latest Winter Executive Report – a report that analyzes the customer service priorities of several organizations to discover the most popular goals and strategies for call centers in 2018.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40