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 86

Virtual Agent Chatbots Average Handle Time Engineering 86

Playvox

FEBRUARY 6, 2024

History of Quality Management References to quality management date back to medieval times, when craftspeople needed to follow strict guidelines for their guilds’ finished products, which were inspected for defects before they were accepted for purchase. Edwards Deming and Walter A.

Quality management 83

Quality management Customer centricity Management Contact Center 83

CCNG

OCTOBER 12, 2022

Even as companies are looking at engagement software, AI, process reengineering, and hybrid schedules, there is an additional area where companies can gain traction that can have an immediate impact on employee attraction and retention. And doesn’t employee satisfaction drive productivity, employee retention and better results?

Coaching 195

Coaching CCNG Employee engagement Best practices 195

TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers. 3. , and commitment to sustainable business practices improvements are unparalleled.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

BlueOcean

DECEMBER 18, 2023

For most of the history of the contact center industry, the standard for QA has been for a team lead, coach, or supervisor to review and score three contacts per agent per week. Coaches would get to know the agents on their teams. One percent of one percent… at best. These efforts weren’t useless – they were, as noted, the standard.

Contact Center 71

Contact Center Average Handle Time Coaching First call resolution 71

Totango

JANUARY 22, 2024

Additionally, our CAB members are buzzing about AI. Half of them predict that the excitement and potential for AI usage within CS teams and application in CS software will continue to build. Human expertise, along with AI technology, transforms CS into a significant growth engine for their companies.

Enterprise 94

Enterprise SaaS Engineering Technical Support 94

COPC

JANUARY 15, 2024

But before they become proficient and fully productive, there are activities to onboard, train, nest, and become operational, usually happening within their first 90 days.   Lack of Manager Support   Coaching is an integral part of an effective onboarding process. Inconsistency can cause frustration and lead them to leave the company. 

Best practices 78

Best practices Employee engagement Coaching Feedback 78

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Customers expect better and faster pre and post purchase services.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Playvox

JANUARY 25, 2024

It is through this lens that workforce optimization has evolved to mean the business strategies, processes, and supporting automation technologies that maximize contact center and agent productivity and efficiency to allow organizations to deliver outstanding customer experience (CX). It’s also sometimes referred to as quality assurance.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

ShepHyken

DECEMBER 27, 2021

Five Tips For Creating A Successful AI-Driven Customer Winback Strategy by Raviteja Sidda. CustomerThink) While some churn is inevitable, companies can minimize the churn rate by creating an effective winback strategy to drive loyalty, revenue and cost-effectiveness and leverage this as an opportunity to enhance their product and services.

Customer Service 181

Customer Service Coaching Marketing Call Center 181

Balto

JUNE 6, 2023

Today, companies of all sizes can produce basic AI,” Marc Bernstein, Chief Executive Officer and founder at Balto said. That means 200 million call transcripts, billions of labeled data points, and billions of opportunities to train Balto’s models on real users’ reactions to our AI’s recommendations.

Contact center software 83

Contact center software Contact Center Coaching Enterprise 83

Vistio

FEBRUARY 5, 2024

That’s where Vistio’s ServiceSim comes in, revolutionizing call center training with its AI-enabled capabilities. It serves as an AI-enabled training partner for call center agents, offering realistic simulations of customer interactions. One remarkable feature of ServiceSim is its generative AI technology.

Call Center 52

Call Center Healthcare Government Coaching 52

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

CSM Magazine

APRIL 20, 2023

Startek integrated Zenarate into its Startek Agent AI to enhance employee experience and deliver a superior customer experience. Startek has integrated Zenarate as part of Startek AI Coach into its Startek Agent AI platform to help develop confident top-performing new hires and tenured agents.

Coaching 59

Coaching Telecommunications Best practices Healthcare 59

Myra Golden Media

APRIL 11, 2023

This could involve training on product knowledge, customer service skills, and communication techniques. Additionally, ongoing coaching and feedback can help agents improve their performance and stay motivated. One example of technology that can be leveraged in the contact center is artificial intelligence (AI).

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

CX Global Media

AUGUST 1, 2019

Jim Rembach : Hey, this is Jim with the Fast Leader Show and Call Center Coach and I’m here at Customer Contact Week with my good buddy Ken Goldberg of amplifAI , it was really good to see here. They did a case study and they looked at the performance and sort of their agent productivity, with the amplifAI platform and without.

Contact Center 229

Contact Center Coaching Average Handle Time Metrics 229

JustCall

MARCH 9, 2023

Deploying the services of an artificial intelligence coach is a thing now. Organizations are using an AI call coach for sales reps looking to improve their job skills and enhance their training. In fact, middle-ranked agents are incrementally benefiting from an AI coach to improve their performance.

Coaching 52

Coaching Call Center Construction Best practices 52

Balto

JANUARY 22, 2024

Artificial intelligence has turned from cutting-edge to table stakes in recent years, but not all AI is created equally. Generative AI can “generate” text or other mediums, like images or sound. BaltoGPT is generative AI trained on contact center conversations. BaltoGPT is generative AI trained on contact center conversations.

Contact Center 52

Contact Center Coaching Construction Feedback 52

Balto

JANUARY 22, 2024

Artificial intelligence has turned from cutting-edge to table stakes in recent years, but not all AI is created equally. Generative AI can “generate” text or other mediums, like images or sound. BaltoGPT is generative AI trained on contact center conversations. BaltoGPT is generative AI trained on contact center conversations.

Contact Center 52

Contact Center Coaching Construction Feedback 52

JustCall

SEPTEMBER 8, 2023

As a part of the launch, we also introduced several new advanced AI capabilities. AI has been taking the world by storm and for all the right reasons. Generative AI, sentiment analysis , and other such advanced functionalities have been instrumental in improving the way we work. What’s New with JustCall iQ Plans?

Scripts 52

Scripts Coaching Analytics Sales 52

Peter Lavers

FEBRUARY 27, 2018

Amongst all the hype of customer experience, AI, chatbots and real-time personalisation, don’t forget that staff still need excellent customer service training – no matter how successful your company is right now! Provide continuous coaching. That’s where coaching comes in. That’s where coaching comes in.

Customer Service 249

Customer Service Coaching Chatbots Customer Support 249

CSM Magazine

SEPTEMBER 12, 2023

Zenarate , the leading AI Simulation Training solution for customer-facing agents, today announced strong customer growth despite the headwinds experienced by many tech companies. Zenarate AI Coach is the “flight simulator” for customer service agents. Canada, Mexico, Philippines, India, and Europe.

Marketing 59

Marketing Telecommunications Healthcare Coaching 59

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

Playvox

OCTOBER 20, 2023

But when you move to a world of digital or omnichannel customer support, the human language element goes away and it becomes much more difficult to gauge how customers really feel about our company, brand, products, and experiences. Those values are then added up which leads to an overall score.

Contact Center 82

Contact Center Coaching Feedback Surveys 82

Integrity Solutions

FEBRUARY 1, 2024

Just leave it to the algorithms, the AI and other online and self-serve tools. Most buyers today are well-versed in your products and services before they ever come in contact with you. Yes, they can go online and access all kinds of information about your products and services, your company and your competition.

Sales 106

Sales Coaching Scripts B2B 106

TechSee

MARCH 2, 2023

With new AI capabilities and compelling use cases being demonstrated daily, the service industry looks forward to a new generation of AI providers that answer their needs for high-quality service automation. Can you customize the AI technology to meet the specific needs of our business and industry? If so, how?

Enterprise 109

Enterprise Coaching Chatbots Self service 109

Bill Quiseng

NOVEMBER 22, 2023

Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences. This is our time for a CX Revolution!

Journey mapping 97

Journey mapping Education Coaching Customer Care 97

COPC

MARCH 11, 2024

What does the coaching process look like? Do managers have the bandwidth and tools/processes to prepare for coaching conversations and give meaningful feedback? Coaching Features: Are there AI-driven insights for managers that significantly reduce administrative tasks, allowing for focused coaching and automated action plans?

Call Center 98

Call Center Gamification Coaching Employee engagement 98

CSM Magazine

SEPTEMBER 21, 2023

The report highlights the essential role of hybrid and remote contact centre agents, the expected impact of artificial intelligence (AI), and agents’ readiness to act as brand guardians in the face of evolving consumer demands. However, managers expressed that agents are not yet ready to meet the demands of an AI-fueled future.

Customer Service 59

Customer Service Customer centricity Analytics Contact Center 59

SharpenCX

OCTOBER 13, 2021

Plus, with cloud technology, you can drive agent engagement , performance, and productivity no matter where your agents work. Find technology that restores team performance and productivity. Look for technology with targeted coaching and personalized remote training. Working from home can feel isolating.

Contact Center 128

Contact Center Technology Coaching Analytics 128

TechSee

SEPTEMBER 7, 2021

Managing the end-to-end lifecycle of consumer product warranties – from product registration through warranty claim – is a costly endeavor. However, it enables brands to connect directly with consumers and engage with them throughout their product ownership. recommendations for additional products. safety recalls .

Technical Support 191

Technical Support Sales Upselling Technology 191

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 105

Best practices Call Center Interactive Voice Response First call resolution 105

DMG Consulting

SEPTEMBER 12, 2023

The Report analyzes the emerging real-time guidance (RTG) market, vendors, and products and explores the increasing importance, value, and benefits of RTG and its ability to enhance the customer and employee experience (CX and EX).

Consulting 48

Consulting Consulting Marketing Average Handle Time 48

Tethr

JULY 22, 2020

Quality in a service or product isn’t what you put into it, but what a customer gets out of it. Exceptional call center leaders use a coaching philosophy to manage their teams. When coaching a remote team, leaders must learn to help their agents maximize their performance by giving them the skills they need to become stronger learners.

Coaching 80

Coaching Call Center At home agents Best practices 80

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

CSM Magazine

SEPTEMBER 14, 2023

Industry Report Ranks Calabrio as an Overall Agent Management Leader and a Product Experience Leader. Ventana Research’s Buyers Guide is a quantified, research-based report evaluating technology providers and products. Our success is fueled by our customers’ success.

Management 59

Management Coaching Contact Center Customer centricity 59

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