CSM Magazine

NOVEMBER 27, 2020

The Institute of Directors (IoD) surveyed 958 British businesses and found that 74% plan to retain home-working for the foreseeable future. Travel insurance had seen a spike in inbound calls, as customers sought guidance and reassurance on their level of cover. Reports from the front lines. Waiting times.

Wait times 98

Wait times Chatbots Enterprise Technology 98

AWS Machine Learning

FEBRUARY 29, 2024

Amazon Bedrock provides a broad range of models from Amazon and third-party providers, including Anthropic, AI21, Meta, Cohere, and Stability AI, and covers a wide range of use cases, including text and image generation, embedding, chat, high-level agents with reasoning and orchestration, and more.

APIs 110

APIs Healthcare Scripts Enterprise 110

Cisco - Contact Center

JUNE 18, 2020

Driving Business Growth for Customers with the Intelligent Contact Center. Over the past year, Cisco has been advancing our contact center portfolio to help our customers drive business growth and competitive differentiation. Read our announcement about the latest artificial intelligence innovations to our contact center portfolio.

Contact Center 120

Contact Center Enterprise contact center solutions Cloud contact 120

COPC

JULY 25, 2022

Organizations can make self-service a more desirable option by developing an easy-to-use system that resolves issues efficiently. See how Amazon Web Services (AWS) automates voice and non-voice communication using natural language ML services in our upcoming webinar.

Self service 81

Self service Benchmark Chatbots Contact Center 81

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry.

Education 52

Education Upselling Consulting Consulting 52

Education Services Group

JANUARY 25, 2023

Speaker: Joel Passen , CRO and Co-Founder of Sturdy During this session, host Peter Armaly was joined by Joel Passen to discuss practical applications of AI in the Customer Success world, challenges teams seeking to use AI are facing, and what’s on the horizon.

Finance 52

Finance Sales Morale SaaS 52

Cisco - Contact Center

MAY 13, 2020

Co-Authored by Matthew Saskin, Vice President of Customer Experience for Selligent. Matthew Saskin is an accomplished go-to-market leader with a proven track record in creating and scaling businesses as well as deep expertise in customer experience and digital strategy. Bridging Organizational Siloes to Improve Customer Loyalty.

Customer Experience 83

Customer Experience Contact Center contact center solutions Analytics 83

Hodusoft

FEBRUARY 29, 2024

7 Key Indicators Your MSP Call Center Needs a Revolutionary Shift For Managed Service Providers (MSPs), a call center is extremely crucial. That’s one of their most potent tools to deliver exceptional customer service. When MSPs serve this many clients, it’s quite important for them to provide the best-in-class customer service.

Call Center 52

Call Center Abandon rate call center software Omni-channel support 52

Enghouse Interactive

FEBRUARY 9, 2021

Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

SmartAction

JUNE 9, 2023

Expectations from customers to be available 24/7 on a variety of channels from voice to social media have driven communication with businesses to evolve beyond traditional interactions. Conversational AI has emerged as the bridge, enabling human-like conversations to help drive and solve customer queries.

Virtual Agent 72

Virtual Agent Chatbots Self service Feedback 72

Connect

FEBRUARY 3, 2022

Utilising virtual agents in contact centres isn’t exactly a novel concept, but trends towards newer and more intelligent systems have been improving the customer service landscape. Resourcing and retaining contact centre employees has become especially challenging. Businesses face unprecedented challenges in light of Covid-19.

Virtual Agent 52

Virtual Agent Chatbots Surveys Technology 52

HGS

MAY 2, 2018

Ask the Experts: Predictions for the Future of Customer Experience. . Digital disruption has already revolutionized industries across the globe, and the customer service industry is no exception. At the webinar, our poll results shed slight on the state of the industry. Are robots replacing agents?,”

Customer Experience 100

Customer Experience Multichannel Chatbots Analytics 100

PeopleMetrics

JANUARY 24, 2022

As always and forever, we are obsessed with helping our clients measure, understand and create better experiences for their customers (clients, members, patients, guests) and their employees. These trends have created what I believe is the next frontier in CX – high-impact customer experience. That 20% consist of high-impact customers.

B2B 90

B2B Journey mapping B2C Benchmark 90

Creative Virtual

DECEMBER 7, 2021

That time when we reflect on the highlights of the year for our company and celebrate the latest developments in the conversational AI industry. That time when we reflect on the highlights of the year for our company and celebrate the latest developments in the conversational AI industry. By Mandy Reed, Global Head of Marketing.

Virtual Agent 52

Virtual Agent Chatbots Enterprise Education 52

Enghouse Interactive

JANUARY 27, 2021

Video outperforms all other communications methods when agents and customers need to quickly resolve an issue. In our first blog in this series, we explored how successful companies focus on implementing and optimizing the use of new technologies that help improve the customer experience. Blog #2 of 4: It’s NOT just another channel.

Contact Center 92

Contact Center Technology Customer centricity Analytics 92

Enghouse Interactive

SEPTEMBER 1, 2020

Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. Blog #2 of 3: Self-Service puts the Customer Experience in their Hands.

Self service 79

Self service Contact Center Chatbots First call resolution 79

InGenius

DECEMBER 19, 2019

From the small moments to the landmark events, the thread that joined them all was our clear and unwavering focus on helping our customers do more, coupled with a commitment to innovation and transformation to lay the groundwork for future success. Contact Center Productivity: Transforming the omni-channel customer experience.

Contact Center 98

Contact Center Customer centricity Enterprise Finance 98

Enghouse Interactive

JULY 19, 2019

Webinar Recorded: Thursday, July 11 th 2019. We hope that you enjoyed our Expert Webinar and benefited from the information John Cray (Enghouse Interactive) and Art Schoeller (Forrester Research) shared with you. but do greatly simplify systems management. but do greatly simplify systems management.

Cloud contact 40

Cloud contact Contact Center Service level Best practices 40

Playvox

JANUARY 12, 2023

Remote and hybrid work are no longer hard-to-find benefits in customer support centers. In our 2022 study of contact centers in the United States and Canada, nearly 60% reported using a hybrid work model, while almost 40% of service centers were entirely remote. But does it have to? Important KPIs To Track For Remote Agents.

Quality management 69

Quality management Coaching Contact Center Metrics 69

REVE Chat Blog

APRIL 29, 2020

Artificial Intelligence (AI) is now being widely used to digitally transform businesses and automate their processes. That’s where AI and bots come into play. . 28% of top-performing companies use AI for marketing.” 28% of top-performing companies use AI for marketing.” Source: Drift. Automate sales process.

Chatbots 119

Chatbots Education Real estate Healthcare 119

NobelBiz

MAY 2, 2023

Read on to learn more about the importance of quality service, people, and technology, how to build a successful outbound lead generation strategy, and the major shifts and struggles that have occurred in the outbound lead generation space. Many of the unique webinar’s talking points are expanded here in this article.

Contact Center 52

Contact Center Average Handle Time Call Center CRM 52

Fonolo

NOVEMBER 6, 2018

Everyone involved in customer service wants to understand consumer channel preference. Otherwise, how can you allocate resources between phone, email, chat, SMS messaging and social channels? Every year, many analyst firms and research groups try to illuminate the future with surveys. Otherwise, how can we plan ahead?

Abandon rate 67

Abandon rate B2C Call Center Surveys 67

Enghouse Interactive

FEBRUARY 5, 2021

It has fundamentally changed how we work, especially in the customer service industry. And while current lockdowns mean most contact centres remain closed, with staff working from home, now is the time to focus on the future and build the right working environment for the post-lockdown world. The future of work.

Self service 40

Self service Coaching Chatbots Quality management 40

Enghouse Interactive

NOVEMBER 23, 2018

There is a great deal of discussion in the marketplace regarding robots and artificial intelligence (AI) and their future role in the contact centre. A lot of people are talking hypothetically about what robots might do in a customer service context. Much of this is hype. There is no one-size fits all answer here.

Chatbots 40

Chatbots Self service Enterprise Coaching 40

Comm100

MARCH 7, 2019

In fact, 61% of consumers think that chatbots are the future of customer service. AI and Bots: Are you ready? Register for our webinar to discover the most promising bot and AI technologies available today and how each can contribute to better customer care and agent productivity. Reserve my seat.

Chatbots 52

Chatbots Scripts Technology Benchmark 52

Comm100

DECEMBER 8, 2020

Using artificial intelligence to make business processes more efficient is no longer a thing of the future. Using artificial intelligence to make business processes more efficient is no longer a thing of the future. Chatbots were designed to streamline customer interaction. Owning a business is not a piece of cake.

Chatbots 53

Chatbots Scripts Sales Personalization 53

CSM Magazine

DECEMBER 28, 2021

takes an in-depth look at how leaders can improve employee engagement to drive a better customer experience and achieve greater customer loyalty. You know the old adage, “happy employees = happy customers.” Why employee engagement is important to the customer experience. Lezli Harrell, Vice President at COPC Inc.,

Employee engagement 59

Employee engagement Customer Experience Coaching Brand ambassadors 59

Comm100

MARCH 7, 2019

In fact, 61% of consumers think that chatbots are the future of customer service. AI and Bots: Are you ready? Register for our webinar to discover the most promising bot and AI technologies available today and how each can contribute to better customer care and agent productivity. Reserve my seat.

Chatbots 40

Chatbots Scripts Technology Benchmark 40

Talkdesk

JANUARY 12, 2018

Let’s face it: today’s customers are savvier and more mobile than ever. They have probably already used your digital self-service solution to find answers to common questions, so if they are calling your contact center, it means they have relatively complex issues.

Contact Center 40

Contact Center CRM Interactive Voice Response Cloud contact 40

Talkdesk

JANUARY 12, 2018

Let’s face it: today’s customers are savvier and more mobile than ever. They have probably already used your digital self-service solution to find answers to common questions, so if they are calling your contact center, it means they have relatively complex issues.

Contact Center 40

Contact Center CRM Interactive Voice Response Cloud contact 40

SmartKarrot

FEBRUARY 2, 2022

“Customer success is about more than delivering service or support’.’ – Lincoln Murphy, Sixteen Ventures. Customer success has evolved with time, and 2021 has seen the world cope with COVID-19 and adapt with resilience and strength. The customer success function is relatively new in terms of its definition.

Upselling 19

Upselling Best practices Sales Accountability 19

CrazyCall

SEPTEMBER 4, 2018

Brian Halligan is the founder and CEO of HubSpot, which is an inbound marketing and sales software used by more than 40.000 customers worldwide. Brian Halligan is the founder and CEO of HubSpot, which is an inbound marketing and sales software used by more than 40.000 customers worldwide. Sales influencers adore doing this. Steli Efti.

Sales 129

Sales SaaS CRM B2B 129

pindrop

NOVEMBER 12, 2020

Fraudsters stalk contact center IVRs using them as search engines for your CRM to validate customer data. Fraudsters stalk contact center IVRs using them as search engines for your CRM to validate customer data. They then use that validated customer data to social engineer your agents or commit fraud across other channels.

Best practices 57

Best practices Contact Center Interactive Voice Response Engineering 57

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

AWS Machine Learning

AUGUST 16, 2023

Thomson Reuters (TR), a global content and technology-driven company, has been using artificial intelligence (AI) and machine learning (ML) in its professional information products for decades. Thomson Reuters Labs, the company’s dedicated innovation team, has been integral to its pioneering work in AI and natural language processing (NLP).

Enterprise 74

Enterprise APIs Engineering Entertainment 74

SmartAction

APRIL 4, 2023

Conversational AI represents the future of voice assistants. By examining the latest developments in artificial intelligence (AI), the Times correspondents show how virtual voice assistants such as Siri and Alexa squandered their early advantage and left room for the rise of chatbots that use Conversational AI technology.

Virtual Agent 85

Virtual Agent Chatbots Self service Banking 85

NobelBiz

JUNE 26, 2023

Managing a call center goes beyond delivering exceptional customer service. A reliable infrastructure enables scalability and flexibility, allowing call centers to adapt to changing business needs and customer demands. Telecom services serve as the lifeline, ensuring seamless communication channels between agents and customers.

Call Center 52

Call Center Interactive Voice Response call center software CRM 52