NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. Organizations achieve this by integrating technology, refining processes, and deploying innovative human resources strategies.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

SmartAction

MARCH 7, 2023

After several years of steady growth, 2023 marks the year when the global conversational AI (CAI) market should really take off. rate of AI-automated interactions. If IVAs drive the CAI platform that lies at the heart of multichannel communication strategies, then the IVA has fully moved from “nice-to-have” to “must-have” status.

Multichannel 85

Multichannel Virtual Agent Self service Accountability 85

pindrop

AUGUST 22, 2021

The AI Playbook for Contact Centers. See How Financial Leaders are Leveraging AI for a Better CX. You can leverage authentication best practices for quantifiable gains for your contact center. But, it is crucial to avoid the discouraging sound of indifference in an automated menu or in an agent’s voice. .

Interactive Voice Response 128

Interactive Voice Response Contact Center Average Handle Time Self service 128

Enghouse Interactive

OCTOBER 13, 2020

AI Makes It Possible (Blog Series). For the most part today, AI’s ability to look at data-points to understand what each customer is concerned about, or has issues with, is currently very much uni-dimensional. Most AI-based platforms or processes leverage a finite and discrete data set from which to extrapolate ‘understanding’.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

Solvvy

DECEMBER 17, 2019

The rise of AI may sound like a futuristic sci-fi movie plot, but when you take a closer look at the recent technology developments and predictions, the way we work and live will soon be upended in ways not seen since the Industrial Revolution. McKinsey recently ran a report in November looking at the capabilities of AI today and tomorrow.

Self service 62

Self service Banking Chatbots Technology 62

SmartAction

NOVEMBER 30, 2021

Since then, conversational AI has come a long way. Natural language intent capture, or intent recognition, is trending in the CX world. Across different industries, use cases, and customer interactions, there’s now an opportunity to leverage AI in a whole new way with an intelligent front door. How can I help you?".

Virtual Agent 83

Virtual Agent Interactive Voice Response Contact Center Customer Experience 83

Tethr

JULY 17, 2019

In 2008, the research team at CEB (now Gartner) surfaced a new measure, the Customer Effort Score (CES), that would change the way CX leaders evaluated the impact of customer service interactions on customer loyalty. Register for the webinar.

Customer effort 49

Customer effort Surveys Analytics Metrics 49

Uniphore

DECEMBER 7, 2021

with some creativity and a lot of data insight, retail customer experience (CX) leaders can overcome many of these holiday season challenges.?Here’s Retail CX Trends in 2021: Holiday Retail Challenges You Can Turn Into Opportunities. But CX leaders can do more for customers beyond the transaction.

Interactive Voice Response 52

Interactive Voice Response Scripts Sales Wait times 52

SmartAction

JUNE 9, 2023

Conversational AI has emerged as the bridge, enabling human-like conversations to help drive and solve customer queries. Today, conversational AI is everywhere. Table of Contents What is Conversational AI? Examples of Conversational AI How does Conversational AI work?

Virtual Agent 74

Virtual Agent Chatbots Self service Feedback 74

Peter Lavers

SEPTEMBER 21, 2017

This blog is based on a Webinar we recently hosted for IBM on this subject. By Peter Lavers and Rob Poratti – Product Marketing Manager for IBM Watson Commerce. These expectations will increasingly be defined by “digital”. contactless payments). Forget patience! It’s easier to look dumb! Choosing where to look for advice.

Marketing 113

Marketing Personalization Technology Consulting 113

Creative Virtual

DECEMBER 10, 2020

Several months later, AI Time Journal approached us for a contribution to their upcoming ebook featuring ‘Conversational AI Success Stories During Times of Pandemic’. You can read more here and download the full ebook, Conversational AI Trends 2020 , here. Read Part 1 here and Part 2 here.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

NobelBiz

MAY 2, 2023

Welcome to this insightful blog post, where we discuss building a successful outbound lead generation strategy for contact centers. Many of the unique webinar’s talking points are expanded here in this article. The market has become more competitive, and people are demanding more quality and compliance. And no wonder.

Contact Center 52

Contact Center Average Handle Time Call Center CRM 52

Clarabridge

OCTOBER 2, 2018

CXPA’s 6 th Annual Worldwide CX Day presents a fantastic opportunity for Clarabridge to celebrate the increasing significance of customer experience for businesses across the globe. What does CX Day mean to you? What have you learned from working as a CX professional?

Analytics 40

Analytics Surveys CRM Enterprise 40

Verint

APRIL 3, 2018

Digital and Live Events Throughout April Explore the Power of AI and Automation, the Rise of IVAs, New Global Research Findings and More. April 3 Webinar. In this April 3 interview-style webinar at 2 p.m. Automation and Artificial Intelligence (AI): Game Changers for Your Customer Engagement Strategy”.

Self service 34

Self service Analytics Banking Surveys 34

Playvox

FEBRUARY 16, 2024

Artificial intelligence (AI) has permeated many aspects of our work and personal lives. From driving assistance to data analysis to chatbots, generative AI (GenAI) is finding its usefulness in a host of ways across all industries. One of the most impactful uses is how AI is transforming customer experience (CX).

Quality management 75

Quality management Contact Center Management Best practices 75

Beyond Philosophy

MAY 12, 2022

I was a guest on a webinar with Verint on the Engagement Capacity Gap , which discusses where organizations need to be in this area vs. where they are with the Chief Marketing Officer of Verint, Celia Fleischaker. I invited her to the podcast to continue our discussion and wanted to share some of that insight here. .

Contact Center 195

Contact Center Analytics First call resolution Consulting 195

RapportBoost

DECEMBER 10, 2018

Did you miss this Customer Experience Update Webinar from the end of November? Take notes – the info will help you create a killer Conversational Selling strategy for 2019! So, we hope to inspire amazing, thoughtful conversations today that will create actionable insights for you. No worries! Thanks again Talkdesk.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

Uniphore

JANUARY 4, 2022

Conversational AI Platform. Conversational AI. Emotion AI. Conversational AI Platform. Self Serve Omnichannel AI-driven intelligent virtual assistant (IVA). Assist Agent co-pilot with real-time call transcription and AI guidance that automates after call work. U-Self Serve. Case Studies. White Papers.

Enterprise 126

Enterprise Customer retention Engineering Analytics 126

NICE inContact

MAY 21, 2019

When it comes to the buffet, I firmly believe that ‘strategy is everything’. What’s your strategy? In a way, self-service in the contact centre is kind of like a buffet: You need a strategy, or you might overeat or miss all the best dishes. One thing seems certain: Self-service is key to the customer experience (CX).

Self service 54

Self service Interactive Voice Response Virtual Agent Benchmark 54

NobelBiz

OCTOBER 17, 2023

In Part Two of ‘Pain Points for Call Center Owners and Operations Managers,’ we will unveil an additional set of seven critical challenges and provide insights, solutions, and practical strategies to tackle them head-on. However, making sense of this huge volume of data and extracting actionable insights can be daunting.

Call Center 59

Call Center Management Contact Center Analytics 59

Netomi

FEBRUARY 28, 2022

From introducing cryptocurrency to the Latin America market, to offering a free learning online platform for students and playing a key role in the digital transformation of health services, these leaders are making waves in the CX space, and inspiring others along the way. Register Now. Alexandra da Silva Rodrigues. Amanda Binns.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

SmartKarrot

SEPTEMBER 24, 2021

So, now the real deal is, “Do B2B organizations have it in them to change their strategies in the post-COVID world?” But for the answer, you need to contemplate hard on different strategies that help you create a winning B2B customer experience in the post-COVID-19 era. The question is quite simple. Image Source. contact-form-7].

B2B 11

B2B Customer Experience Entertainment Advertising 11

JustCall

APRIL 5, 2022

This CX-centric trend has rendered old communication methodologies ineffective. Business owners – big or small – now need a comprehensive unified communication strategy with VoIP at its backbone. Did you know 80% of consumers would approach a competitor after one bad customer experience with a business? (So, No Landline Now.

voip 40

voip Interactive Voice Response Analytics Sales 40

Netomi

APRIL 7, 2023

The top CX practitioners making the most impact on employee and customer experience Customer service is more important today than ever before. We wanted to recognize our 25 favorite customer service practitioners doing incredible work in the CX space today. She’s taking the learnings to find the next frontier for Slack CX.

Customer Service 52

Customer Service Airlines Customer centricity Banking 52