Concentrix

MARCH 15, 2024

Concentrix + Webhelp named a Winner at TMC’s Annual CUSTOMER Product of the Year Awards Location: Newark, CA Date: March 12, 2024 Concentrix + Webhelp’s Payment Integrity Analytics (PIA), CX Bridge, Marketing Engagement Platform (MEP), and AI co-pilot capability for VOC, ELLIE, have all been recognized as winners at the 2024 TMC Customer Product of (..)

Analytics 83

Analytics Marketing 83

AWS Machine Learning

APRIL 18, 2024

This post is co-authored by Jackie Rocca, VP of Product, AI at Slack Slack is where work happens. It’s the AI-powered platform for work that connects people, conversations, apps, and systems together in one place. Check out the SageMaker JumpStart model page for available models.

Enterprise 99

Enterprise Analytics Metrics Accountability 99

Fonolo

JANUARY 12, 2023

You probably know at least a bit about AI and automation. They are also popular advancements in automation that employ varying degrees of AI. Most managers also rely on an analytics package (or several, depending on how integrated your software is) to monitor KPIs. Access to next-level analytics . Sentiment Analysis.

Contact Center 138

Contact Center Interactive Voice Response First call resolution Contact center software 138

AWS Machine Learning

FEBRUARY 27, 2024

In this post, we share how Axfood, a large Swedish food retailer, improved operations and scalability of their existing artificial intelligence (AI) and machine learning (ML) operations by prototyping in close collaboration with AWS experts and using Amazon SageMaker. This is a guest post written by Axfood AB.

Best practices 112

Best practices Engineering Scripts Analytics 112

Connect

APRIL 18, 2024

Applying artificial intelligence (AI) in the contact centre has emerged as a prolific trend as the hype around Generative or Gen AI – the next iterative advancement in the technology – gathers pace. However, Gen AI is not a plug-and-play solution. As such, the journey to Gen AI requires careful planning and implementation.

Virtual Agent 88

Virtual Agent Chatbots Average Handle Time Engineering 88

AWS Machine Learning

DECEMBER 18, 2023

Artificial intelligence (AI) is one of the most transformational technologies of our generation and provides opportunities to be a force for good and drive economic growth. The AI industry reached an important milestone this week with the publication of ISO 42001.

Government 127

Government Engineering Analytics Technology 127

Lumoa

JANUARY 8, 2024

And, if you’re nodding along, I’m also betting you’re savvy enough to know that the future of business success is tightly intertwined with embracing Machine Learning (ML) and Artificial Intelligence (AI). AI tools are changing the way we analyze customer feedback. Welcome to the ‘digital-everything’ era.

Feedback 157

Feedback Analytics Multichannel Surveys 157

Lumoa

JANUARY 24, 2024

That’s where text analytics in customer feedback proves to be one of the most valuable tools for any business. When to use text analytics This situation is where automated text analytics in customer feedback is brought in: it can help in sorting out the key topics talked about and reveal the general sentiment per topic.

Analytics 83

Analytics Feedback Metrics Surveys 83

CSM Magazine

MAY 7, 2024

Imagine a world where artificial intelligence (AI) and human expertise seamlessly intertwine, transforming the contact centre landscape as we know it? As we embark on a journey towards 2030, the once futuristic notion of AI-powered contact centres is no longer a distant dream but a rapidly unfolding reality.

Analytics 52

Analytics Self service Customer Service Technology 52

NobelBiz

MAY 14, 2024

One of the most transformative technologies in recent years is conversational analytics. But what exactly is conversational analytics, and why is it becoming an indispensable tool in call centers? What Is Conversational Analytics? Conversational analytics stands as a crucial technology in customer service.

Analytics 59

Analytics Call Center Contact Center Sales 59

AWS Machine Learning

MARCH 4, 2024

Amazon Bedrock is the best place to build and scale generative AI applications with large language models (LLM) and other foundation models (FMs). It enables customers to leverage a variety of high-performing FMs, such as the Claude family of models by Anthropic, to build custom generative AI applications.

Benchmark 135

Benchmark Finance Engineering Enterprise 135

COPC

APRIL 1, 2024

Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. This pursuit includes engaging employees, reducing operational costs, and boosting product and service performance. With the advent of generative AI (GenAI) and large language models (LLMs), we are in an era of exponential change.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

JustCall

MAY 14, 2024

ROI” doesn’t just mean the product cost. We’re talking about what the progressive dialer software can do to improve conversions, productivity, collaboration, and the general calling experience for both reps and prospects. Offers advanced AI features, including conversation intelligence and smart agent assist.

CRM 52

CRM Sales Analytics Scripts 52

AWS Machine Learning

JANUARY 10, 2024

ML Engineer at Tiger Analytics. A scalable MLOps platform needs to include a process for handling the workflow of ML model registry, approval, and promotion to the next environment level (development, test, UAT, or production). This post is co-written with Jayadeep Pabbisetty, Sr.

APIs 98

APIs Construction Engineering Analytics 98

TeamSupport

DECEMBER 8, 2023

Look for software that easily integrates with your CRM system, marketing tools, analytics platforms, and any other relevant applications. Automation and AI To enhance efficiency and response times, consider customer support software that incorporates automation and artificial intelligence (AI).

Customer Support 105

Customer Support Analytics Upselling Customer centricity 105

TeamSupport

APRIL 23, 2024

TeamSupport provides a unified approach to customer support, providing data-driven insights, knowledge sharing, and analytics at scale. Harnessing the Power of Technology In addition to its unique core features, TeamSupport leverages automation and AI to enhance the skill set of agents.

Customer Support 52

Customer Support Technology Analytics Feedback 52

Hello Customer

MAY 16, 2024

Discover how we turn customer murmurs into roars of insight that streamline feedback collection, sharpen analytics, and drive impactful changes to boost satisfaction and business growth. The Hello Customer edge At Hello Customer, our AI engine ISAAC transforms raw feedback into actionable insights. These sessions are open to everyone!

Feedback 52

Feedback Engineering Analytics Metrics 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

Fonolo

MARCH 16, 2023

I think the more companies focus on customer care analytics over marketing analytics, the better. Customer satisfaction (CSAT) Just as it sounds, a customer satisfaction score shows how satisfied your customers are with your products or services. I think that’s where the insight and the wins can be.”

Contact Center 151

Contact Center Average Handle Time First call resolution Metrics 151

NobelBiz

DECEMBER 19, 2023

AI-powered smart assistants provide background information and tailored solutions, improving customer satisfaction. Real-time monitoring and analytics identify and address bottlenecks, streamlining the escalation process. That’s AI for you – enhancing the understanding of customer needs for tailored solutions.

Call Center 105

Call Center Management Wait times Contact Center 105

ChurnZero

APRIL 1, 2024

AI is changing just about everything within the SaaS and technology space. CSMs can keep better track of customer health and act on potential escalations thanks to the power of AI. CSMs can keep better track of customer health and act on potential escalations thanks to the power of AI. Related: AI adoption by CS teams.

Journey mapping 76

Journey mapping Feedback SaaS Surveys 76

Fonolo

MAY 16, 2023

Correctly interpreting call center analytics and KPIs is key to improving your operations and your customer’s experience. Call center analytics provide valuable insights that can help organizations improve their operations and customer experience. Analytics are also called key performance indicators or KPIs.

Call Center 91

Call Center Analytics Abandon rate First call resolution 91

Zappix

MAY 1, 2024

Artificial intelligence (AI) has become a central component in the digital landscape, transforming how businesses and consumers interact. From personalized recommendations to automated customer service, AI is reshaping digital engagement in innovative and transformative ways.

Chatbots 52

Chatbots Advertising Wait times Analytics 52

JustCall

APRIL 23, 2024

Quick look at the top 5 predictive dialers JustCall : Powerful and affordable predictive dialer supported by strong AI capabilities and 100+ integration options. JustCall is one of the more affordable predictive dialers, though the AI features come as part of a plan that’s close to double the price of the standard plan.

call center software 52

call center software Sales CRM Analytics 52

TMP Direct

MAY 9, 2024

Unraveling Artificial Intelligence in Sales Support At the heart of this transformation is the integration of Artificial Intelligence (AI) into sales support. AI is no more a distant concept. AI is the force dictating the landscape of customer-business interactions.

Sales 52

Sales Business Process Outsourcing Analytics Big data 52

SmartAction

NOVEMBER 15, 2023

With the advent of the internet, AI, and technological advancements, it has transformed into a multifaceted solution that empowers customers to find answers and solutions on their own. AI-Powered Voice Self-Service AI-powered voice self-service is revolutionizing the way customers seek help.

Self service 99

Self service Virtual Agent Chatbots Analytics 99

3CLogic

APRIL 29, 2024

Enterprise leaders are well aware of this, ranking technology enablement for employees, employment of advanced analytics, and an improved experience as top priorities for 2024. Consequently, productivity levels and ROI potential are plummeting. Simply put, when the IT Help Desk isn’t working, neither are your employees.

Interactive Voice Response 52

Interactive Voice Response Contact Center Self service Enterprise 52

NobelBiz

APRIL 2, 2024

At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction. The NobelBiz reporting and analytics tools provide valuable insights into customer interactions, agent performance, and operational efficiency.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

CSM Magazine

MARCH 5, 2024

Two big players in this area are Artificial Intelligence (AI) and Machine Learning (ML). In this article, we’ll look at how AI and ML are shaking up online shopping and making it better for everyone involved. Today, online shopping is booming like never before, driven by technological advancements and consumer behaviors.

Analytics 52

Analytics Technology Chatbots Personalization 52

JustCall

MAY 14, 2024

It can increase engagement, boost productivity, and maximize ROI. Increased agent productivity : Agents who are properly trained are more productive and can handle more customer interactions. It directly impacts productivity and potentially increases customer wait times. Efficient training systems.

Contact Center 52

Contact Center Coaching Call Center contact center solutions 52

DMG Consulting

JANUARY 1, 2024

The Report explores how workforce engagement management (WEM) suites are transforming into next-gen platforms that support the increasingly complex and varied requirements of contact centers and all other customer-facing departments that leverage them to improve the customer experience (CX), employee experience (EX), and productivity.

Consulting 59

Consulting Consulting Enterprise Marketing 59

Totango

JANUARY 3, 2024

Allow us to reintroduce ourselves Totango is customer success software businesses can’t outgrow, providing unlimited scalability and unmatched time to value to help cross-functional enterprise teams drive productivity , retention , and expansion.

Enterprise 113

Enterprise Best practices Analytics Metrics 113

TeamSupport

DECEMBER 20, 2023

In 2024, businesses should focus on proactive support strategies, such as predictive analytics and AI-driven insights, to identify potential issues and address them before customers even realize there's a problem. To get real value out of AI, the technology you implement needs to be trained on your processes, digest data, and more.

Customer Support 108

Customer Support Feedback Chatbots CRM 108

Outsource Consultants

FEBRUARY 21, 2024

“AI will replace human contact center interactions,” according to some CX experts in 2020. But the truth around AI hasn’t been so black and white. Today we recognize that AI’s true strength lies in complementing, not replacing, human interactions.

Call Center 67

Call Center Virtual Agent Morale Chatbots 67

DMG Consulting

MARCH 27, 2024

AI is key to modifying and enhancing WFM solutions to enable them to properly address the needs of advanced contact centers and other operating environments that handle voice and digital synchronous and asynchronous interactions. The Report analyzes WFM market activity and provides 5-year projections.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

CSM Magazine

MAY 9, 2024

Building a Unified Customer Engagement Platform Guillaume Faure, Solutions Manager at Sabio, highlighted the growing importance of unifying contact centres, CRM, AI and data management and analysis into cohesive platforms. The AI itself can be tailored to match customers’ communication preferences.

Technology 52

Technology Customer Service CRM Best practices 52