Expivia

FEBRUARY 18, 2024

Transforming Customer Service: The Evolution of Contact Center Outsourcing In the rapidly evolving business landscape, where technological innovation outpaces traditional business models, the contact center outsourcing industry is undergoing a monumental shift.

Customer Support 40

Customer Support outsourcing Strategic Value Contact Center 40

Zappix

FEBRUARY 1, 2024

Enter the era of Digital Self-Service—a transformative solution that addresses these challenges and propels customer support into the future. In this blog, we’ll explore the key benefits and comprehensive capabilities of Digital Self-Service, shedding light on how it can revolutionize your customer service strategy.

Self service 52

Self service Customer Support Average Handle Time Wait times 52

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Jon’s thought leadership can be followed on his widely-read JAA’s Analyst Blog. of podcasts worldwide.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Beyond Philosophy

JANUARY 28, 2019

Use Digital Transformation as an enhancement, not a replacement. Many companies have a focus on digital transformation for their customer process. When overhauling their digital experience, they approach it with an eye to save costs. However, the same principles apply as they do to digital transformation.

Consulting 348

Consulting Consulting Benchmark Personalization 348

Aspect

NOVEMBER 2, 2018

The past few years have seen digital disruption move at an incredible pace, transforming almost every element of our lives; from our ease of access to services to how we purchase goods, and how we lead our everyday lives both at home and in the working environment. Urgent enquiries not being responded to quickly enough.

Customer centricity 149

Customer centricity Wait times Self service Technology 149

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. Personalized digital journey 4. Optimizing your online presence 2.

Customer Experience 83

Customer Experience Chatbots Feedback Surveys 83

Beyond Philosophy

MAY 15, 2023

times effectively engage customers on digital channels 2.9 times successfully implement CX automation strategies 2.8 Moreover, recessions can serve as catalysts for organizational transformation, prompting businesses to reassess their priorities and strategies. As a result of this, the research reveals this makes them: 3.2

Customer Experience 195

Customer Experience Self service Feedback Management 195

NobelBiz

APRIL 30, 2024

The integration of AI in call centers is transforming traditional approaches, allowing for more effective communication channels and operational efficiencies. Benefits of AI in Call Centers AI is transforming call center operations across various fronts. In this day and age, the role of AI in enhancing customer service is crucial.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

24-7 InTouch

APRIL 26, 2024

This blog explores how companies can synchronize AI adoption with effective risk management to foster a robust, safe, and customer-centric business environment. Partnering with a trusted CX company who specializes in AI and automation implementation can help lead you to success.

Government 52

Government Customer centricity Technology Management 52

NobelBiz

APRIL 30, 2024

The integration of AI in call centers is transforming traditional approaches, allowing for more effective communication channels and operational efficiencies. Benefits of AI in Call Centers AI is transforming call center operations across various fronts. In this day and age, the role of AI in enhancing customer service is crucial.

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. The digital revolution has altered the landscape of customer interactions.

Customer Service 77

Customer Service Chatbots Customer centricity Feedback 77

Totango

NOVEMBER 8, 2021

As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. This accelerated a digital-first customer success transformation that was already in motion before the pandemic. Why Do You Need to Elevate Customer Experience?

Customer Experience 105

Customer Experience SaaS Best practices Surveys 105

Expivia

FEBRUARY 15, 2024

Mastery of these technologies enables BPOs to implement solutions that significantly enhance efficiency, reduce operational costs, and improve customer satisfaction — all while reducing reliance on large numbers of agents, something that BPOs have been very uncomfortable to do in the past.

Contact Center 52

Contact Center Business Process Outsourcing outsourcing Technology 52

AWS Machine Learning

OCTOBER 26, 2023

This groundbreaking technology enables us to operate millions of autonomous points of purchase (A-POPs) concurrently, transforming the way customers shop. To effectively bridge the gap between the digital and physical world, and to meet the changing needs and expectations of customers, a transformative approach is required.

APIs 99

APIs Technology Banking Customer centricity 99

Comm100

MARCH 20, 2024

When done right, digital communication offers governments and agencies the opportunity to build, maintain, and restore trust. This blog explores the decline of public trust in government, backed by data from the U.S., Canada, and the UK, and offers insights into how digital communication can play a pivotal role in reversing this trend.

Government 78

Government Chatbots Self service Wait times 78

NobelBiz

MARCH 26, 2024

In this article, we delve into the intricacies of CXA, explore its benefits, showcase examples, and outline best practices for implementation. Trust in the power of IVR to transform your contact center into a high-performing hub of customer engagement and success. Table of Contents What Is Customer Experience Automation (CXA)?

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

Totango

NOVEMBER 8, 2021

As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. This accelerated a digital-first customer success transformation that was already in motion before the pandemic. Why Do You Need to Elevate Customer Experience?

Customer Experience 87

Customer Experience SaaS Best practices Surveys 87

OctopusTech

JANUARY 24, 2024

The goal of this blog is to clarify the complexities surrounding virtual assistants, including their uses and the variables that will affect their price in 2024. Unlike their digital counterparts, human virtual assistants are real people with the ability to engage in complex interactions, demonstrate empathy, and adapt to various scenarios.

Real estate 62

Real estate Healthcare Scripts Technology 62

24-7 InTouch

NOVEMBER 20, 2023

In the ever-changing world of digital commerce, the adoption of artificial intelligence (AI) and automation technologies are revolutionizing the way businesses interact with their customers by reshaping the shopper experience. Keep reading to explore the transformative role of AI in digital commerce and how it improves CX.

Chatbots 59

Chatbots Customer centricity Personalization Technology 59

Totango

NOVEMBER 8, 2021

As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. This accelerated a digital-first customer success transformation that was already in motion before the pandemic. Why Do You Need to Elevate Customer Experience?

Customer Experience 83

Customer Experience SaaS Best practices Surveys 83

24-7 InTouch

MARCH 19, 2024

By ensuring the secure handling of sensitive data and implementing protocols to safeguard customer privacy, brands can build trust and credibility in their AI-powered interactions. For a deeper dive into the transformative power of generative AI and ChatGPT, read the full article now and embrace the future of customer engagement.

Customer Experience 52

Customer Experience Chatbots Technology Personalization 52

aircall

AUGUST 4, 2021

This new version of team-building exercises may be challenging to implement; however, doing so is one of the best ways to build an effective and successful hybrid workforce. The same study also found that many companies now perceive digital communication as the “new lifeblood” for business. Managing the Digital Transformation.

Employee engagement 108

Employee engagement Consulting Consulting call center software 108

Totango

SEPTEMBER 22, 2023

Driving enterprise transformation with expertise Change management is a critical activity for any enterprise on the path to long-term growth, especially as new functions, cross-functional teams and goals are established.

Enterprise 115

Enterprise Education Best practices Customer retention 115

SmartAction

OCTOBER 25, 2023

The advent of digital communication channels such as chat, email, and social media has provided convenient alternatives for customer inquiries. The Underinvestment Trap In the rapid race towards digital transformation, businesses focused their attention on digital communication channels such as chat, email, and social media.

Interactive Voice Response 90

Interactive Voice Response Customer Service Virtual Agent Self service 90

Creative Virtual

JUNE 30, 2022

While there has been buzz for years about digital transformation, the shift to digital has now become an imperative for many businesses to stay competitive. According to Forrester , 72% of APAC decision makers report an accelerated shift to digital business as a high or critical priority over the next 12 months.

Virtual Agent 52

Virtual Agent Chatbots Technology Surveys 52

VirtualPBX

OCTOBER 11, 2023

Guest Blog From Sphinx Solution VoIP , a technology that allows you to make calls over the Internet, has been steadily transforming global communications for the past decade, unlocking significant ROI in communication for businesses worldwide. Then weigh these up against the costs of implementation.

voip 104

voip Accountability Customer retention Technology 104

Aspect

OCTOBER 1, 2018

Over the last few years, digital transformation has been one of the biggest buzzword in business. The promise of new future-ready business processes, superior customer engagement and huge scope for innovation are spurring companies to scramble towards digital transformation initiatives. .

Technology 105

Technology Enterprise Analytics Metrics 105

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization.

Customer Experience 114

Customer Experience Analytics Technology Average Handle Time 114

Upstream Works

JANUARY 12, 2022

Driven by a desire to cut costs with operational efficiencies and provide a better omnichannel experience to an increasingly digital customer base, executives are honing in to upskill their contact centers. Here are four signs your contact center is ready for digital transformation. Is It Time For Digital Transformation?

Contact Center 78

Contact Center contact center solutions Self service Analytics 78

ConvergeOne

JULY 25, 2023

Let’s think about digital transformation, which is one of the biggest buzzwords of the 21st century. Proper security and privacy measures need to be implemented as we extend our protected information into the ether. Proper security and privacy measures need to be implemented as we extend our protected information into the ether.

Healthcare 77

Healthcare Technology Personalization 77

Uniphore

JANUARY 21, 2022

With more patient and member interactions happening remotely, the pressure to deliver a seamless digital experience is all too real. The global pandemic accelerated digital transformations across every industry, including healthcare. Healthcare consumers are overwhelmed and frustrated. Download the Article.

Healthcare 98

Healthcare Virtual Agent Interactive Voice Response Self service 98

aircall

OCTOBER 24, 2022

There’s no shortage of business literature advocating for digital transformation. But digital transformation means different things to businesses in different growth stages. For small-to-medium businesses (SMBs) there’s a stronger focus on digital transformation cost saving.

Finance 48

Finance Benchmark Management Technology 48

NobelBiz

FEBRUARY 6, 2024

This article, inspired by insights from Holly Depies , contact center software consultant and SMS expert at Nobelbiz aims to unravel the complexities of SMS marketing, from compliance hurdles to strategic innovations, equipping you with the knowledge to transform your SMS campaigns into potent engagement tools.

Contact Center 98

Contact Center Automotive contact center solutions Cloud contact 98

aircall

MAY 12, 2021

In the early days of digitalization, companies that were pacesetters quickly learned that accelerating digital transformation gave them a competitive advantage. Digital tools are easy to integrate and they’re user-friendly. What Is Digital Transformation? What’s more, they’re affordable and cost-effective.

Best practices 62

Best practices Entertainment Technology APIs 62

Totango

MARCH 24, 2022

Guy described the customer journey as the combined and shared efforts of all teams within an organization – from Customer Success to Marketing, Sales, Product, Support and more – where the success of creating the ultimate customer journey relies on an all-in-one digital execution engine. Ravit Danino, SVP PRoducts, Totango.

Engineering 92

Engineering SaaS Best practices Enterprise 92

Win the Customer

SEPTEMBER 6, 2023

In today’s fast-paced digital world, customer expectations are higher than ever, and they demand quick and efficient responses. In this blog post, we’ll explore how AI and chatbots are transforming customer service interactions, making them faster and more efficient. Customer service is the lifeblood of any business.

Customer Service 64

Customer Service Chatbots Personalization Technology 64

Uniphore

DECEMBER 27, 2021

In a recent webinar , Suhail Nair, Executive Director of Partner Relationships for Uniphore, discussed this topic with Lawrence Sathiaraj, Global Delivery Head for Tech Mahindra, a leading provider of digital transformation, consulting and business re-engineering solutions that has partnered with Uniphore.

Chatbots 84

Chatbots Engineering Self service Consulting 84