3CLogic

FEBRUARY 28, 2024

Lately, artificial intelligence (AI) is at the core of any customer-centric digital transformation. Strategies not centering around AI and automation are quickly neglected by executive leaders. To maximize productivity — and organizational profits — agents often feel rushed to proceed to the next call.

Contact Center 59

Contact Center Average Handle Time APIs Customer centricity 59

Calabrio

NOVEMBER 25, 2020

This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. Artificial Intelligence (AI), in particular, is bringing great improvements to the contact center. In the next blog, we’ll discuss how to make those roles more strategic. Collaboration is an emerging theme.

Contact Center 52

Contact Center Self service Analytics Banking 52

Call Design

JANUARY 21, 2021

While AI won’t replace the human element of your contact centre, it can be used to gather data and information that can help your management team improve daily operations and coach agents on their performance. During these calls, AI can suggest specific products for your agents to upsell to customers.

Upselling 167

Upselling Coaching Consulting Consulting 167

JustCall

AUGUST 8, 2023

Among the transformative technologies making waves in the industry, Conversational AI has emerged as a game-changer. By leveraging Natural Language Processing (NLP), machine learning, and chatbots/virtual assistants, Conversational AI offers a new-age solution that enhances customer interactions and drives tangible business outcomes.

Chatbots 52

Chatbots Customer retention Coaching Feedback 52

Totango

NOVEMBER 27, 2023

The report also explains that advanced technologies, like AI and machine learning, also enhance the efficiency and impact of CS teams by: Extracting actionable insights from customer data to prompt customer-centric business decisions. Offer self-service functionalities through community and knowledge centers.

B2B 92

B2B CRM Enterprise Upselling 92

Balto

JULY 18, 2022

Read their latest blog to discover how partnering with Balto has enhanced Converged’s product profile and opened new business opportunities. Excerpt: We’ve partnered with Balto because we want our customers to have access to a product that helps them improve in a meaningful way.

Coaching 52

Coaching Contact Center Technology 52

NobelBiz

FEBRUARY 27, 2024

Artificial Intelligence (AI): AI revolutionizes call centers by enabling smarter interactions and predictive insights. Data Analysis : AI analyzes vast data sets, identifying patterns and predicting customer behavior. Chatbots : AI-powered chatbots handle routine queries, providing quick and accurate responses.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

BlueOcean

OCTOBER 4, 2023

But what mix of live agents versus AI is best for your business? Other Approaches to Bilingual Customer Care Support But, as the title of this blog implies, a live agent model might not be the best option for all of your language requirements. And how do offshore solutions, interpreters, and texting play a role?

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

Talkdesk

MAY 11, 2020

This is a guest blog from Lindsey Plocek, Head of Marketing at Observe.AI. built a Voice AI platform that supports teams to be faster, more accurate and more human in every interaction. . Talking about things like productivity and performance can seem so trivial during a pandemic. What should be avoided?

Coaching 88

Coaching Contact Center Morale Analytics 88

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? Hyper efficiency is a term used to describe the streamlining of processes to increase productivity, reduce costs, and improve customer service. Look no further!

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

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. This is not just a future vision; with the rate AI technology is progressing, it might soon be a reality.

Contact Center 52

Contact Center Interactive Voice Response Chatbots Coaching 52

CSM Magazine

APRIL 20, 2022

In our last blog , we asked the question ‘what does wellbeing really mean?’ Roughly half (48%) of contact centre managers report they are not doing enough to focus analytics tools on their teams and cite training opportunities (37%), employee satisfaction (33%) and productivity (33%) as the top missing insights.

Technology 52

Technology Coaching Analytics Enterprise 52

Callminer

AUGUST 1, 2017

Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team. Additionally, call centers can simply increase productivity with small investments in recognition & reward items.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Balto

AUGUST 24, 2022

With consistency, social media and blog posts effectively capture information from potential customers and cost nothing but time. But there’s an easier and more effective way, and that’s with an AI-powered system like Balto’s. Coach in Real-Time. But, again, this is where AI technology comes into play.

Coaching 52

Coaching Scripts Healthcare Education 52

NobelBiz

JUNE 19, 2023

In this blog article, we’ll explore the transformative impact of real-time monitoring in call centers and how it can take customer experiences to new heights. This enables them to identify areas for improvement and provide timely feedback and coaching to agents. What is Real-Time Monitoring?

Call Center 52

Call Center Coaching Contact Center Metrics 52

Nicereply

MARCH 23, 2021

For those of you not on Twitter, we’ve also included links to the best customer service podcasts, books, email newsletters, and blogs, so you can follow your favorites without logging on! You can follow his writing on the HelpScout Blog. Subscribe to his blog for great knowledge about elevating your customer service strategy.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

CustomerSuccessBox

APRIL 28, 2021

Even if you do arrive at the decent rule configurations, your SaaS product keeps getting new features, making the older rules out of sync. AI is going to change all of that. AI-powered Customer Success. This learning when shared coaches every CSM. AI-powered Recommendations. AI +CSM= Super CSM.

Technology 52

Technology Calibration SaaS Upselling 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

TeamSupport

JANUARY 12, 2021

This three-part blog series aims to break down the main principles of the report into three parts to more clearly highlight the report’s key points. Support continues to be the preeminent technical resource for resolving customer issues and advocating for product usability and performance enhancements. Key Imperatives for Support.

B2B 86

B2B Customer Support Technical Support Coaching 86

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. Productivity and creativity come from the outside…”. Build a diverse team.

Call Center 182

Call Center Management Scripts Coaching 182

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. In this blog, we embark on a journey through practical QA scenarios, illuminating how Auto QA, enhanced with advanced prompting , is reshaping the assessment landscape.

Contact Center 52

Contact Center Technology Feedback Analytics 52

TechSee

JUNE 25, 2019

Artificial intelligence (AI) – the science that deals with the creation of human-like learning and reasoning capabilities – has been catapulted into the spotlight in recent years. It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers.

Technology 122

Technology Customer Service Gamification Contact Center 122

NobelBiz

MAY 14, 2024

This field integrates advanced technologies such as artificial intelligence (AI) and natural language processing (NLP) to parse and analyze communication data. Service and Product Improvements Feedback from customer interactions is invaluable for product development and service improvement.

Analytics 59

Analytics Call Center Contact Center Sales 59

TechSee

AUGUST 14, 2023

Brittany is also the co-founder of The Superfan Company, a fan-engagement agency that has created campaigns and products for global brands including Walmart, Disney, Amazon, Luke Bryan, Katy Perry, and the Boston Red Sox. Jon’s thought leadership can be followed on his widely-read JAA’s Analyst Blog.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

aircall

JANUARY 25, 2023

Its features include AI, voice, analytics, and workforce management. Core call features should boost productivity and maintain the quality of your internal and external calls. Collaboration features are key to boosting efficiency and productivity. Our one-click CTI allows users to customize workflows and boost productivity.

Interactive Voice Response 62

Interactive Voice Response call center solutions Analytics APIs 62

Cisco - Contact Center

SEPTEMBER 17, 2020

This month, we’re introducing enhancements to Webex Experience Management , our cloud-based AI/ML powered experience management solution, that helps businesses understand their customer journeys across all touchpoints in the organization, so they can make improvements resulting in higher customer satisfaction and lower churn. What’s Next?

contact center solutions 123

contact center solutions Contact Center Surveys Enterprise 123

aircall

JANUARY 21, 2022

For organizations, that means offering ongoing coaching and training to drive individual development. . Knowing your product inside out is vital, but demonstrating empathy is game-changing, making it one of the most important sales trends for this year and beyond. Incorporate AI into your strategy .

Sales 62

Sales CRM Scripts Coaching 62

Global Response

AUGUST 7, 2023

Before you set them free to make decisions and take ownership of their work, make sure that you support them with the necessary training, coaching and mentoring to feel confident in their abilities to do so. When you support your employees outside of the office, you create a more supportive—and productive—environment inside the office.

Call Center 62

Call Center Agent Empowerment Average Handle Time Feedback 62

teleopti

AUGUST 23, 2019

In the race to maximise productive agent time, contact centres increase the risk of employee burnout and diminished customer experience. Many contact centre leaders are obsessed with ‘productive time’ or occupancy. Embrace Artificial Intelligence (AI) to create your own WFM concierge. 5 ways to strike the right balance with WFM.

Coaching 63

Coaching Morale Best practices Contact Center 63

Totango

MAY 17, 2022

Business software provider Zoho offers a CRM app as one of their core product lines. Zoho CRM includes real-time reporting analytics and AI tools to assist with tasks such as identifying which leads are most likely to close. AI tools support sales forecasting and let teams score and prioritize sales opportunities. HubSpot CRM.

B2B 80

B2B Sales CRM Enterprise 80

Nicereply

JUNE 20, 2023

It is often worth investing in system and product training in a passionate domain expert. Our experience shows that collaboration, learning, mentoring, and coaching of teammates are facilitated more easily in person. Kristina: AI can leverage data in the research phases of recruitment.

Customer Experience 86

Customer Experience SaaS Construction Morale 86

aircall

AUGUST 18, 2021

For example, you won’t have to scan through all the calls yourself—you can have AI and smart machines transcribe the data for positive and negative insights that you can immediately act upon. Call recordings give you a wealth of information, such as: The concerns and objections your customers have toward your product or service.

Coaching 71

Coaching Government Abandon rate Call Center 71

Hodusoft

JULY 19, 2023

In this blog, we will explore everything related to inbound call center software. Improved Efficiency and Productivity: The software streamlines call handling processes, automates repetitive tasks, and optimizes agent workflows to maximize operational efficiency. Experience Seamless Communications!

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

Lumoa

FEBRUARY 6, 2018

Lynn Hunsaker, CEO and Head Customer Experience Consultant at ClearAction @ clearaction | blog “Customers’ discernment of providers’ motives will continue to sharpen in the future. Peter Lavers, Customer Experience and CRM Expert @ PeterLavers | blog "Customer Experience is here to stay! Read the full answers here below. And why not?

Customer Experience 129

Customer Experience Customer centricity Education Consulting 129

Monet Software

MAY 27, 2020

You can explore new ways to help maximize workforce productivity, empower your workforce, listen to customers and employees, move to the cloud and prepare for recovery leveraging your customer engagement solutions. Hear how Verint can assist in building out a practical road map to harnessing the power of AI.

contact center workforce 83

contact center workforce Education Analytics Contact Center 83

aircall

MARCH 18, 2022

Increasing Team Productivity. Without properly being able to coach your sales team, you can waste time on inefficiencies and missteps. Mentorship doesn’t have to wait until the call is over, with a function that offers real-time support and non-disruptive coaching. AI transcription tools. Whisper functions.

Sales 62

Sales Interactive Voice Response CRM Call Logging 62

CSM Magazine

MARCH 16, 2023

Given the potential to leverage customer analytics for tackling unknowns in contact centres and boost agent productivity, customer engagement, and customer loyalty, it is time to worry less about ultimate accuracy and take a bite out of the initially intimidating pi that is contact centre analytics.

Analytics 52

Analytics Coaching Finance Upselling 52