Enghouse Interactive

FEBRUARY 18, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes. Blog #4 of 4: Key Findings and Where to Focus Your Optimization Efforts . Deploy AI by just starting with an AI project.

Contact Center 83

Contact Center Analytics Self service Finance 83

Enghouse Interactive

JANUARY 13, 2021

AI, Teams UC and Video. . Blog Series #1 of 4: New decade! Customer service has become the top business priority. Today, customer satisfaction is the top business priority, but successful companies cite it as their 1 priority. Trends versus Reality – Successful Companies Show How to Lead the Way. New approach?

Contact Center 80

Contact Center Scripts Cloud contact Technology 80

Totango

JANUARY 22, 2024

In fact, 63% of CAB members said their top 2024 prediction was that businesses would put more strategic and bottom-line emphasis on expansion versus acquisition to drive revenue growth. Additionally, our CAB members are buzzing about AI.

Enterprise 95

Enterprise SaaS Engineering Technical Support 95

ShepHyken

DECEMBER 23, 2022

They share their top 5 unified communications predictions for 2023. Top 5 UC Predictions for 2023. To further support CLM, we will see a trend toward programs encouraging partners to embrace their role as trusted advisors throughout the customer experience.”. Generative AI will take off, resulting in an overload of content.

Surveys 176

Surveys Education Enterprise Technology 176

Totango

MAY 17, 2024

Some believe AI is overhyped. A recent poll taken during the Higher Logic Super Forum SPARK conference in April says 61% of CS professionals sometimes use AI platforms alongside other systems, while 11% always leverage AI in various instances and workflows. But there are proven, compliant ways to drive impact with AI today.

Accountability 96

Accountability Government Chatbots Engineering 96

Beyond Philosophy

MARCH 31, 2020

Again, this was a long-term trend even before the virus outbreak but many organizations and particularly government agencies have realized how behind the curve they are and they are now prioritizing and speeding up the provision of self-service channels. Healthcare, AI, and Robotics. Digital Everything. Digital Transformation.

Airlines 499

Airlines Healthcare Government Self service 499

CustomerSuccessBox

MAY 18, 2022

Searching for blogs in the arena is getting accessible slowly and it’s time you leverage the essential knowledge these blogs have to offer, to flourish! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022! Suggested blog : Account Expansion: If You Want To Grow Fast, Do This….

SaaS 52

SaaS Upselling Education Customer retention 52

Comm100

SEPTEMBER 19, 2022

Integrating chatbots powered by AI into your business is a fantastic way to keep one step ahead of your competitors and provide superior customer service. Here are three essential AI chatbot features that will help your company improve engagement and customer satisfaction. They also help to generate leads and boost conversions.

Chatbots 64

Chatbots Abandon rate CRM Education 64

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. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Follow on LinkedIn. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Lumoa

NOVEMBER 21, 2023

But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis. AI tools can help automate and analyze customer feedback with much precision and uniformity while saving time and resources for companies.

Feedback 83

Feedback Chatbots Analytics Metrics 83

Totango

NOVEMBER 27, 2023

The global market research company conducted its first Forrester Wave™ evaluation of top customer success platforms. Totango recently shared how we envision the next generation of customer success evolving, and we see three prominent benefits of leveraging one of the most significant CS platforms reflected in the report.

B2B 92

B2B CRM Enterprise Upselling 92

Lumoa

JANUARY 8, 2024

And, if you’re nodding along, I’m also betting you’re savvy enough to know that the future of business success is tightly intertwined with embracing Machine Learning (ML) and Artificial Intelligence (AI). AI tools are changing the way we analyze customer feedback. Welcome to the ‘digital-everything’ era.

Feedback 157

Feedback Analytics Multichannel Surveys 157

Upstream Works

JANUARY 31, 2023

CX must always remain the primary focus for the contact center –this recent blog post identified two 2023 trends that will have a major impact on CX. This post examines two leading AX trends for contact center leaders to focus on. This is where AI enters the conversation, especially for the purpose of improving AX.

Contact Center 78

Contact Center Journey mapping Analytics Customer centricity 78

Balto

JANUARY 22, 2024

The advancements in Generative Artificial Intelligence (Generative AI) have dominated the headlines and social media discussions throughout 2023, and for good reason. We’ve seen generative AI being applied in different industries with great results, specifically in the contact center domain. What Is Generative AI?

Contact Center 52

Contact Center Coaching Average Handle Time Scripts 52

Eptica

JANUARY 8, 2021

Date: Friday, January 8, 2021 Author: Pauline Ashenden - Demand Generation Manager Practical ways to reduce hidden contact centre costs. You might also be interested in these posts: Reviewing 2020 – our top blog posts from last year. Published on: January 08, 2021. Share this page on: Tweet.

Self service 85

Self service Service level Marketing Customer Service 85

3CLogic

FEBRUARY 7, 2024

In this blog, we’ll explore three common red flags indicating your contact center is falling behind, and, more importantly, we share strategies to help you get back on track. If you’re not already using AI, you might still question why you should. Yet, AI is so much more than a frontline customer service tool!

Contact Center 59

Contact Center Cloud contact CRM Self service 59

3CLogic

MAY 31, 2024

While the demand for automated service options is seen across all age groups, they’re particularly popular among younger generations. Recognizing this trend, customer service leaders are prioritizing implementing self-service for the contact center, ranking the capability among their top three priority areas.

Self service 59

Self service Enterprise Wait times Abandon rate 59

Calabrio

NOVEMBER 25, 2020

In fact, technology is the driving force behind the biggest trends confronting contact centers today. Consumer behavior is at the top of that list, rapidly evolving as customers become more empowered. Artificial Intelligence (AI), in particular, is bringing great improvements to the contact center.

Contact Center 52

Contact Center Self service Analytics Banking 52

Comm100

NOVEMBER 28, 2022

In this article, we’ll be looking at the top higher education customer service trends 2023 and beyond to help prepare for the year ahead. Read on for the top five higher education customer service trends you’ll want to keep on top of. Automation takes off. Channel choice is a given.

Education 92

Education Customer Service Chatbots Personalization 92

JivoChat

JULY 16, 2023

Content for people, not trawler bots and AI and search engines. Or the “top ten road trip destinations in the world” even though you hate traveling and the last time you took a road trip was when your neighborhood McDonald’s was closed, so you had to drive to the next one over? And that is having an impact on readership.

Finance 75

Finance Healthcare Marketing Surveys 75

LiveChat

JANUARY 3, 2019

It was a good year for the LiveChat blog. Our blog was visited every month by over 100k visitors , who spend 8 minutes on each page on average. Let me proudly present a list of 12 killer posts we’ve published this year on LiveChat Blog. How we reached 100,000 unique views a month on LiveChat blog.

Chatbots 59

Chatbots B2B SaaS B2C 59

Lumoa

MAY 16, 2024

We’re tackling a complex yet crucial topic in machine learning and AI development. It’s an innovative approach that’s changing the game in data science and AI development. Another aspect is the ‘actionable insight’ view on the right with the top insight being the internet connection issues with HSBC mobile bank.

Engineering 83

Engineering Banking Metrics Big data 83

AWS Machine Learning

SEPTEMBER 19, 2023

Financial organizations generate, collect, and use this data to gain insights into financial operations, make better decisions, and improve performance. Multi-modal agents are AI systems that can understand and analyze data in multiple modalities using the right tools in their toolkit.

Marketing 105

Marketing APIs Engineering Analytics 105

Expivia

JULY 11, 2023

The Future of Contact Centers: The Role of AI and Evolutionary Technologies The advent of AI and associated technologies has opened up a whole new horizon of possibilities for the contact center industry. Then, based on these insights, the digital twin could train all your other agents to match the performance of your top five.

Contact Center 52

Contact Center Interactive Voice Response Chatbots Coaching 52

JustCall

AUGUST 8, 2023

Running a small business can be tough–but is not impossible–with AI at your fingertips. They may write blogs during their downtime (if they’re lucky). With the advent of AI automation, this reality is changing. But First, Why Use AI Tools for Small Businesses? Why should I jump on the AI bandwagon?”

Sales 52

Sales Marketing Call Center Accountability 52

Lumoa

FEBRUARY 14, 2024

External factors like market demand, pricing trends, or competitors’ initiatives can arise at any time, setting off a chain reaction that affects your overall CX. In 2020, Zendesk’s Customer Experience Trends found that 69% of consumers attempt to solve issues on their own. Reviewing your existing CX strategy is a good place to start.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

Playvox

AUGUST 23, 2022

Chat for customer support was starting to trend before the pandemic. It’s also used as lead generation software, growing sales through real-time conversions. Diving into your chat analytics frequently will allow you to spot issues more quickly, identify trends, and use the data to make decisions to improve your business.

Benchmark 52

Benchmark Analytics Banking Customer Support 52

NobelBiz

MARCH 26, 2024

Customer Experience Automation can encompass a range of technologies such as AI and Machine Learning, Chatbots and IVR Systems, Data Analytics and Insights. Data-Based Insights One of the most valuable aspects of CXA is its ability to generate rich customer data and insights. All enabled by NobelBiz leading contact center technology.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

bold360 Blog

APRIL 30, 2020

What’s the top service trend fueled by COVID-19? That trend was happening pre-COVID-19, but the global pandemic has accelerated digital-first engagement to something we’re all calling “the new normal.”. Conversational AI and “Blended” Service Delivery. How does Conversational AI Work in Practice?

Self service 66

Self service Chatbots Technology Management 66

Totango

MAY 17, 2022

We’ll walk you through what customer relationship management B2B software is, what its benefits are, and a list of the top CRM companies, including the outstanding features and best uses for each. The capability of analyzing prospecting opportunities so you can prioritize your top prospects. What is a B2B CRM?

B2B 80

B2B Sales CRM Enterprise 80

Lumoa

NOVEMBER 30, 2022

Now, technologies such as AI and machine learning are driving highly personalized customer experiences. The question for online retailers is: how can we embrace this trend and deliver for our customers? For many, the answer is found in conversational AI. How to amplify customer experience in retail with conversational AI.

Customer Experience 83

Customer Experience Chatbots Virtual Agent Sales 83

Lumoa

JANUARY 11, 2022

Here are some of the top reasons why NSP you should invest in NPS software: Minimizes Customer Churn Rate Business growth can be understood by measuring the inflow and outflow of the customers in the business. is one of the top NPS software used for analyzing customer satisfaction and gaining insight into the customers’ response.

Surveys 103

Surveys Analytics Feedback Benchmark 103

Expivia

NOVEMBER 9, 2021

Keeping up with current contact center trends is a crucial part of being a world-leading customer service provider. You can watch the full interview with NICE CXone CEO, Paul Jarman and Expivia CEO, Tom Laird here: AI in the Contact Center. Artificial intelligence (AI) is more than just a dystopian fever dream.

Contact Center 86

Contact Center Chatbots Call Center Analytics 86

pindrop

AUGUST 22, 2021

A call center generally deals with thousands of callers on any given day, so adding a personalized touch in every call might at first seem like a daunting task. The AI Playbook for Contact Centers. See How Financial Leaders are Leveraging AI for a Better CX. Read the Blog. Download the Playbook. Watch the Webinar.

Interactive Voice Response 128

Interactive Voice Response Contact Center Average Handle Time Self service 128

IdeasUnlimited

JUNE 27, 2023

In fact, 2023 might just be the year for several technology trends to become more than just a fad. In this blog, we will highlight five breakthrough technologies, some that are now beginning to offer compelling products, and others that are extremely close to becoming a reality. You may be familiar with some of them.

Technology 52

Technology Big data Entertainment Engineering 52

CrazyCall

JANUARY 11, 2019

Time to learn what’s going to be the next significant sales trend? Let’s start and talk about sales trends in 2019! In this article, I will focus on the most promising sales trends that can make or break your business next year. Sales trend no.1 How to stay on top of this sales trend? Sales trend no.

Sales 83

Sales Advertising Marketing Chatbots 83

Lumoa

OCTOBER 15, 2023

A common trend emerges wherein, once the results are collected, they often recede into the background until the next feedback cycle rolls around. A general rule of thumb is between 12-24 hours for emails, whereas for live chat, it should be about 3 – 5 minutes. Swift Solutions: Tackling Issues Through Instant Feedback Analysis 3.

Feedback 83

Feedback Analytics Surveys Benchmark 83