Fonolo

JANUARY 19, 2023

But stressful industries like contact centers stand out. Let’s take a closer look at why call centers see so much agent turnover and consider the solutions. TIP: Tools like Fonolo Voice Call-Backs relieve agent stress and keep customers off hold by offering call-backs during call spikes. DID YOU KNOW?:

Call Center 155

Call Center Brand ambassadors Contact Center Chatbots 155

Enghouse Interactive

JUNE 9, 2021

An omni-channel contact center with its multiple touchpoints across the customer journey – using a mix of voice, text, SMS, social media, or video –can provide an organization with the info needed to personalize the customer engagement process. Leverage chatbots, NLP, and AI. Well, maybe that’s not an accurate statement.

Contact Center 97

Contact Center Self service Chatbots CRM 97

Fonolo

AUGUST 29, 2019

Every year we ask: What can contact centers do to bolster their productivity, efficiency, and customer service offerings in the future? This year’s soundbites are rich with well-researched insights that a) act as a warning; and b) can help your contact center win. This is a trend that is not going away.

Contact Center 121

Contact Center Self service Call Center Chatbots 121

Enghouse Interactive

JUNE 17, 2020

Transform the Contact Center with Microsoft Teams (blog series). This new reality presents the contact center industry with an excellent opportunity to integrate with Teams and provide seamless company-wide collaboration capabilities across their customer’s organizations. IVR / Mobile IVR / Chatbots / CRM integrations.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

Aspect

MAY 15, 2018

Looking specifically at the contact center industry, we have seen a recent flurry of activity around chatbots, intelligent IVRs and virtual agents. At Aspect, we call this new application of Artificial Intelligence “Workforce AI”, and it portends radical change in the way contact centers will operate.

Contact Center 68

Contact Center contact center workforce Airlines Virtual Agent 68

Enghouse Interactive

MAY 27, 2021

An omni-channel contact center with its multiple touchpoints across the customer journey – using a mix of voice, text, SMS, social media, or video –can provide an organization with the info needed to personalize the customer engagement process. Leverage chatbots, NLP, and AI. Well, maybe that’s not an accurate statement.

Contact Center 52

Contact Center Self service Chatbots CRM 52

Balto

AUGUST 29, 2023

A call center employee seated at a desk wearing a headset, while receiving coaching from a manager standing next to the desk. History of Call Center Compliance Call centers date back to the 1960s. Since its existence, there haven’t been any rules or regulations that govern contact center common practices.

Call Center 52

Call Center Interactive Voice Response Telemarketing Contact Center 52

Expivia

APRIL 1, 2021

Technology is evolving so quickly that every year there is something new that will make our call center life easier. With that in mind, let’s look at ten changes that will be coming to contact centers in the next five years. Cloud Contact Centers. AI Chatbots. Predictive Behavior Routing.

Call Center 40

Call Center Interactive Voice Response outsourcing Chatbots 40

Aspect

DECEMBER 20, 2017

It’s clear, voice alone is no longer enough. But that doesn’t mean that the prospects for contact centers are glum. Thanks to continual innovations, self-service has moved beyond press 1 call routing to seamless interactions like Visual IVR, Facebook Messenger, automated chatbots and disposable web apps.

Self service 86

Self service Interactive Voice Response Chatbots Contact Center 86

Fonolo

MARCH 7, 2019

Popular AI tools like chatbots use NLP (or, the ability to understand human language) to interact with customers on a more sophisticated level than the IVRs of old. Who should attend: VPs & Directors of Contact Centers. Why is this the case? VPs & Directors of Customer Service. The Panelists. Tobias Goebel.

Engineering 62

Engineering Contact Center Interactive Voice Response Chatbots 62

Fonolo

JUNE 6, 2019

Popular AI tools like chatbots use NLP (or, the ability to understand human language) to interact with customers on a more sophisticated level than the IVRs of old. Who should attend: VPs & Directors of Contact Centers. Why is this the case? VPs & Directors of Customer Service. The Panelists. Tobias Goebel.

Engineering 52

Engineering Contact Center Interactive Voice Response Chatbots 52

VocalCom

AUGUST 12, 2019

Empower them to help themselves with efficient IVR menus, artificial intelligence that assists with simple demands, comprehensive lists of frequently asked questions, and discussion forums that encourage customers to help one another. IVR menus should be checked frequently to ensure that people are routed promptly to the correct agents.

Customer centricity 48

Customer centricity Interactive Voice Response Contact center software Journey mapping 48

Serenova

FEBRUARY 3, 2020

In a webinar drawing on ICMI’s industry-leading research and insights from the 2020 ICMI Featured Contributors (including Serenova Vice President of Customer Success Jen Jackson ) ICMI Group Principal Analyst Roy Atkinson explored what’s trending in 2020 and why contact center leaders should pay attention. Changing Demographics.

Interactive Voice Response 40

Interactive Voice Response Self service Contact Center Analytics 40

Enghouse Interactive

SEPTEMBER 1, 2020

chatbots) are becoming more widely accepted by customers because simple, recurring requests that deal with very limited options can be best handled by automated tools, and customers actually prefer their use as their basic issues are very quickly resolved with minimal errors. Automated tools such as Virtual Assistants (i.e.

Self service 79

Self service Contact Center Chatbots First call resolution 79

Enghouse Interactive

OCTOBER 13, 2020

They need to aggregate data from across the complete spectrum of CX activities, from online with context-aware assistance, to chat and messaging solutions using chatbots and live agents, to voice with intelligent IVR, and email with linguistic routing and intelligent auto-response and finally to analytics with AI insights.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

Uniphore

JULY 21, 2021

Why are so many knowledge bases inefficient to use when contact centers invest so much money in them? See where your contact center makes its mark or could use a little improvement. Natural language processing, meanwhile, can be used to find knowledge that lacks text, like educational videos.

Best practices 52

Best practices Customer Service Management Contact Center 52

Interactions

OCTOBER 25, 2019

A possible reason for this is because voice design has previously not been a focus of companies. How is the chatbot user experience? But with more attention to voice design, more positive experience with voice channels could influence many to change their tune. . How is the website user experience?

Wait times 48

Wait times Interactive Voice Response Chatbots Education 48

Enghouse Interactive

OCTOBER 21, 2020

Today, the biggest challenge facing global service organizations and traditional contact centers is delivering a quality of service experience in line with the expectations of the modern customer – one that keeps the customer satisfied and instills loyalty to their brand. For more complex issues consider using automated tools.

Self service 76

Self service Contact Center Benchmark Chatbots 76

AWS Machine Learning

JULY 29, 2022

Establishing highly efficient contact centers requires significant automation, the ability to scale, and a mechanism of active learning through customer feedback. In traditional contact centers, one solution for long hold times is enabling self-service options for customers using an Interactive Voice Response system (IVR).

Contact Center 100

Contact Center Interactive Voice Response Self service Accountability 100

NobelBiz

FEBRUARY 15, 2023

Nowadays, with the advent of technology, customers have multiple channels to interact with businesses that include self-service options like voice-enabled assistants, online portals, and mobile apps. As a result, self-service is becoming a cornerstone of customer experience in contact centers.

Self service 52

Self service Contact Center Customer Experience Interactive Voice Response 52

Fonolo

JANUARY 17, 2018

Chatbots have earned a number of pseudonyms over the last few years. It’s important to understand that not everything that comes under the umbrella of artificial intelligence is considered a “chatbot”. It’s important to understand that not everything that comes under the umbrella of artificial intelligence is considered a “chatbot”.

Chatbots 125

Chatbots Interactive Voice Response Virtual Agent Contact Center 125

CX Global Media

JULY 1, 2017

This was the buzz at the 2017 ICMI Contact Center Expo. Attending keynote sessions, exploring the Expo Hall and attending educational sessions are all on my list of to dos. Just like every other industry, to be successful in the contact center industry hinges on your support network. Get the full article.

Contact Center 13

Contact Center Agent burnout Interactive Voice Response Chatbots 13

Enghouse Interactive

JULY 7, 2020

Transform the Contact Center with Microsoft Teams (blog series). In our first blog, we explored how Microsoft Teams, when integrated into a Contact Center, helps provide a better experience for the end-customer. For Contact Centers, the need for call recording is becoming more common regardless of industry.

Self service 52

Self service Contact Center CRM Quality management 52

NobelBiz

APRIL 11, 2023

As customer service demands continue to grow, contact centers are constantly on the lookout for innovative solutions to enhance their operations. ChatGPT, the advanced AI language model developed by OpenAI, has emerged as a promising tool for contact centers to improve customer interactions and streamline processes.

Contact Center 52

Contact Center Chatbots Contact center software Customer Support 52

NobelBiz

JANUARY 17, 2022

The AHT is a KPI that contact centers always strive to improve. Of course, there are rational answers to this organizational challenge, including reducing call center AHT while also ensuring quality work and performances. What is the Average Handling Time (AHT) for Contact Centers? Above all, do not omit anything.

Average Handle Time 52

Average Handle Time Contact Center Interactive Voice Response Management 52

Enghouse Interactive

AUGUST 30, 2021

For example clearing for university places after A-level results are announced in August is the busiest time for higher education institutions, as we explain in this recent blog post. While Christmas is the biggest peak for industries such as retail, every organisation faces surges in demand that they need to meet.

Customer Service 58

Customer Service Self service Cloud contact Chatbots 58

Quiq

MARCH 18, 2019

Quiq Messaging can help significantly reduce your contact center costs by converting phone calls into messaging conversations. Just add the option to text to your phone system (IVR). If they call in, your customer will hear something like this when they contact you: “An agent will be with you shortly. Student: “Thanks.

Interactive Voice Response 50

Interactive Voice Response Banking Contact Center Wait times 50

Fonolo

SEPTEMBER 4, 2018

What about the massive adoption of chat and the flurry of interest in chatbots? What’s happening is that the ways customers and companies interact is changing. For example, phone-based IVR gets replaced by text-based chatbots. More here: How to Think about Chatbots in a Big Picture Kinda Way. Plus so Much More!

Call Center 209

Call Center Self service Contact Center Chatbots 209

SharpenCX

AUGUST 21, 2023

This is a worthwhile strategic goal for call centers because it is easily attainable with the right contact center software and best practices. More than call-center-specific objectives, this is one goal that’s directly related to greater company success. The result? Improve the employee experience.

Call Center 67

Call Center First call resolution Contact Center Contact center software 67

TechSee

JUNE 9, 2022

TechSee, a next-generation visual customer assistance solution, and KDDI Evolva will start providing a new contact center “Video Support Service” utilizing video from May 2022. Contact center start-up, design, construction, and operation of existing contact centers based on our extensive experience in technical support.

Telecommunications 109

Telecommunications Construction Contact Center Technical Support 109

Enghouse Interactive

OCTOBER 12, 2021

Use chatbots (basic or AI-enabled) to further accelerate the process and only route complex or exceptional issues to highly trained live agents. Add self-service so that customers can have control of how they engage with you. Use Artificial Intelligence to listen to what is being said, “why”, and the “what” behind it.

Customer Experience 86

Customer Experience Self service Banking Employee engagement 86

Enghouse Interactive

SEPTEMBER 29, 2020

By using professionally recorded messaging with your organization’s IVRs, optimizing your chatbots, and providing unobtrusive ID Authentication systems, along with the integration of your CRM system, you will be able to capture, record and assess what, why and how they have engaged with you.

Interactive Voice Response 80

Interactive Voice Response Chatbots Self service Enterprise 80