TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

AWS Machine Learning

SEPTEMBER 28, 2023

Enterprises today face major challenges when it comes to using their information and knowledge bases for both internal and external business operations. With constantly evolving operations, processes, policies, and compliance requirements, it can be extremely difficult for employees and customers to stay up to date.

Enterprise 99

Enterprise Real estate Chatbots Construction 99

SmartAction

JUNE 30, 2023

When it comes to customer service, most people believe that good customer service means receiving timely assistance to resolve any issues that may arise with a product or service. However, there is a deeper definition of customer service that many people fail to consider, and that is the overall customer experience.

Customer Experience 85

Customer Experience Customer Service Virtual Agent Self service 85

SmartAction

NOVEMBER 1, 2023

When used in business, conversational artificial intelligence (AI) supports overall call center operations by providing self-service options, 24/7 availability, and real-time data and analytics – while lowering costs and increasing profits. Any technology implementation has to align with your overall business goals.

Contact Center 65

Contact Center Virtual Agent Interactive Voice Response Chatbots 65

SmartAction

NOVEMBER 22, 2023

Artificial Intelligence (AI) provides an unprecedented opportunity to revolutionize the call center experience for the 59% of your customers who prefer telephone communication. We’re not talking about the time-consuming interactive voice response (IVR) of the past that provided a less-than-optimal customer experience.

Contact Center 90

Contact Center Interactive Voice Response Virtual Agent Management 90

SmartAction

NOVEMBER 15, 2023

In today’s fast-paced business landscape, customer self-service has become a pivotal aspect of delivering exceptional customer experiences. As we look towards 2024, the world of customer self-service is at a crossroads, with new challenges and opportunities on the horizon.

Self service 99

Self service Virtual Agent Chatbots Analytics 99

Lumoa

DECEMBER 19, 2023

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? The secret lies in the capabilities of AI and its proficiency in conducting sentiment analysis. Customer feedback is a precious resource for understanding what’s effective and what needs improvement.

Feedback 83

Feedback Banking Chatbots Automotive 83

NobelBiz

MAY 7, 2024

Call centers are constantly facing the challenge of maintaining high efficiency while adhering to strict regulatory compliance. This gap has paved the way for hybrid dialer solutions, which integrate seamlessly with existing call center technology to offer the perfect blend of automated and manual dialing capabilities.

Call Center 59

Call Center Interactive Voice Response Wait times Telemarketing 59

Comm100

MARCH 6, 2024

Gone are the days when customers could only get slow and often frustrating support via email or phone. And far gone are the days when agents had little to no information about the customer they were speaking to and were restricted to serving one user at a time. The advantages of live chat 1.

Abandon rate 94

Abandon rate Chatbots Upselling Sales 94

SmartAction

JUNE 9, 2023

Expectations from customers to be available 24/7 on a variety of channels from voice to social media have driven communication with businesses to evolve beyond traditional interactions. Conversational AI has emerged as the bridge, enabling human-like conversations to help drive and solve customer queries.

Virtual Agent 74

Virtual Agent Chatbots Self service Feedback 74

SmartAction

SEPTEMBER 16, 2022

Artificial Intelligence is what makes automating voice conversations possible. Companies such as Google and Amazon are continually bringing new iterations of conversational AI technology into the mainstream and integrating different applications of machine learning into our everyday lives.

Interactive Voice Response 92

Interactive Voice Response Virtual Agent Contact Center Engineering 92

ShepHyken

APRIL 28, 2023

This week, we feature an article by Marcelle Santos, a copywriter at TextExpander , a software that helps individuals and teams communicate efficiently and consistently with their customers. She shares why customer standards matter and how your organization can meet them. Raise your customer service standards.

Customer Service 162

Customer Service Accountability Self service Customer Support 162

AWS Machine Learning

JANUARY 26, 2024

Generative artificial intelligence (AI) applications built around large language models (LLMs) have demonstrated the potential to create and accelerate economic value for businesses. Many customers are looking for guidance on how to manage security, privacy, and compliance as they develop generative AI applications.

Best practices 125

Best practices Government Engineering Accountability 125

Creative Virtual

DECEMBER 8, 2022

As the end of 2022 draws near, it is time once again for Creative Virtual’s annual year in review blog post. Every year we take this opportunity to reflect on the hard work of our team, our contributions to the conversational AI industry, and a few of our company’s biggest highlights from the past 12 months.

Virtual Agent 52

Virtual Agent Chatbots Government Banking 52

Lumoa

NOVEMBER 30, 2022

Not only are online retailers enjoying massive revenue from their customers (expected to be over $6 trillion in 2022 ), but the platforms themselves are also becoming increasingly sophisticated. Now, technologies such as AI and machine learning are driving highly personalized customer experiences.

Customer Experience 83

Customer Experience Chatbots Virtual Agent Sales 83

JustCall

APRIL 3, 2024

A surge in call volume is always good news for your business. It shows more customers are interested in your product or service. But, it also leads to chaotic calls and handling long call queues for customer support and sales teams. It can further lead to a dip in customer experience and a shrinking ROI.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

Expivia

FEBRUARY 25, 2024

But with Auto QA fueled by AI and cutting-edge prompting techniques, we’re witnessing a revolution in real-time evaluation. But with Auto QA fueled by AI and cutting-edge prompting techniques, we’re witnessing a revolution in real-time evaluation.

Contact Center 52

Contact Center Technology Feedback Analytics 52

NobelBiz

APRIL 2, 2024

Are customers becoming more and more demanding with time? With the growing customer expectations, enterprises are under great pressure to deliver exceptional service. Unlike their small business counterparts, these solutions are equipped with advanced functionalities tailored to meet the needs of enterprise environments.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

Lumoa

JULY 17, 2023

Key Drivers of Successful Customer Experience Digitization Today, businesses must continually evolve to address the needs of their customers. Embracing new technology solutions and digitizing customer experience has become a crucial part of this evolution. Optimizing your online presence 2.

Customer Experience 83

Customer Experience Chatbots Feedback Surveys 83

Global Response

AUGUST 7, 2023

There’s no business out there who doesn’t want to improve their customer retention and CLV. The secret weapon to improving customer retention and CLV? Your call center. First, customer retention rates are always measured based on a specific timeframe, typically monthly, quarterly or annually. Don’t believe us?

Customer retention 62

Customer retention Call Center Upselling Personalization 62

Creative Virtual

OCTOBER 3, 2022

Happy Customer Service Week! Observed every year during the first full week of October, Customer Service Week is an international celebration of the importance of customer service and of the people who serve and support customers on a daily basis. They are available to their customers on the channels they prefer.

Customer Service 52

Customer Service Virtual Agent Self service Chatbots 52

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

Expivia

FEBRUARY 26, 2024

Preparing Your Contact Center for the Future: A Strategic Technology Roadmap Introduction In the rapidly evolving contact center industry, staying ahead means not just selecting the right technologies but also preparing your organization for their integration and use.

Contact Center 52

Contact Center Technology Chatbots Call Logging 52

SmartAction

OCTOBER 19, 2022

Conversational chatbots are one of the top market disruptors in call center automation. However, in recent years their use has declined as businesses have learned how difficult it is to properly maintain a chatbot that actually helps customers to accomplish their goals. Why is it So Hard to Implement and Maintain a Chatbot?

Chatbots 52

Chatbots Virtual Agent Interactive Voice Response Self service 52

JustCall

MARCH 7, 2023

The primary goal of contact center businesses revolves around improving customer experience. Empowering your contact center business with automated solutions can take your customer interactions to new heights of success. You’ll also learn how to deploy automation successfully in your business.

Contact Center 52

Contact Center Interactive Voice Response Virtual Agent Automatic Callback 52

Upstream Works

JANUARY 31, 2023

As 2023 unfolds, a key theme for contact center leaders to watch is reinforcing the connection between customer experience (CX) and agent experience (AX). 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.

Contact Center 78

Contact Center Journey mapping Analytics Customer centricity 78

Uniphore

DECEMBER 27, 2021

Conversational AI may be the answer. “So, the solutions we are taking to them [are designed] to drive efficiency with the existing set of folks they have on the help desk. . “So, the solutions we are taking to them [are designed] to drive efficiency with the existing set of folks they have on the help desk.

Chatbots 84

Chatbots Engineering Self service Consulting 84

Creative Virtual

MAY 17, 2023

We’ve been innovating in the conversational AI space for nearly two decades and as technology continues to advance, we are constantly asking ourselves serious questions about how it may, or is, disrupting the value we can add. This drives us to innovate, so that our customers can maximise real business value from our solutions.

Chatbots 52

Chatbots Enterprise Technology Personalization 52

Creative Virtual

MAY 17, 2023

We’ve been innovating in the conversational AI space for nearly two decades and as technology continues to advance, we are constantly asking ourselves serious questions about how it may, or is, disrupting the value we can add. This drives us to innovate, so that our customers can maximise real business value from our solutions.

Chatbots 52

Chatbots Enterprise Technology Personalization 52

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Wait times 93

Wait times Feedback CRM Surveys 93

Cisco - Contact Center

FEBRUARY 18, 2020

I need to modernize my customer and agent experiences to remain competitive.”. “I Do These Challenges Sound Familiar? Do These Challenges Sound Familiar? Customer Journey Analyzer, our cloud-based advanced analytics reporting solution is now available for trial to all our on-premises contact center customers.

Contact Center 122

Contact Center Enterprise Self service contact center solutions 122

AWS Machine Learning

JULY 24, 2023

This blog post was co-authored, and includes an introduction, by Zilong Bai, senior natural language processing engineer at Patsnap. These tools have enabled Patsnap’s global customers to have a better understanding of patents, track recent technological advances, identify innovation trends, and analyze competitors in real time.

APIs 67

APIs Engineering Construction Benchmark 67

Interactions

MAY 7, 2020

Long wait times and unanswered calls increases customer dissatisfaction in an already frustrating situation. In a rush to resolve these issues companies are looking at solutions that will lead to instant improvement. Automation powered by Conversational AI is being discussed and considered more frequently than ever before.

Wait times 71

Wait times Technology Enterprise Contact Center 71

NobelBiz

MARCH 12, 2024

Customer demands are ever-changing and more often than not, they become more and more difficult to keep up with for a lot of businesses. Customers today expect seamless and personalized interactions across all touch points. Disjointed experiences not only frustrate customers but also hinder businesses from nurturing loyalty and trust.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

Select VoiceCom Blog

JUNE 13, 2023

Artificial intelligence (AI) is revolutionising different industries worldwide. AI technologies are transforming business operations, from chatbots providing instant customer support to intelligent data analytics improving decision-making. In fact, 64% of business owners believe AI can enhance customer relationships.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Chatbots Best practices 52

JustCall

AUGUST 8, 2023

Artificial Intelligence (AI) in the supply chain for products has the potential to revolutionize and streamline the industry, bringing unprecedented efficiency and effectiveness. By accurately forecasting market trends and analyzing data, AI algorithms can optimize service levels, reduce transportation costs, and ultimately save money.

Transportation 52

Transportation Chatbots Engineering Enterprise 52

JustCall

APRIL 3, 2024

They are tireless assistants handling manual dialing while your agents focus on closing sales or generating leads. With auto dialers, your agents can effortlessly connect with live prospects, avoiding busy signals or voicemails. However, selecting the right auto dialer for your business can be difficult.

Sales 52

Sales CRM Scripts APIs 52