CSM Magazine

JANUARY 24, 2023

Joe O’Brien, Global Corporate Communications Manager at Sabio Group , takes a close look at the conversational AI tool, ChatGPT. Over the last few weeks, you would have heard lots of noise about ChatGPT, the new model for conversational AI that was launched by OpenAI – the AI research and deployment company – at the end of November.

Chatbots 52

Chatbots Contact Center CRM Enterprise 52

Fonolo

SEPTEMBER 6, 2018

Recent technological advancements are many, ranging from Artificial Intelligence (AI) (and related automated tools like virtual assistants, chatbots, etc.) These technological breakthroughs point toward a future with remarkable changes in the customer service landscape.

Customer Support 139

Customer Support Contact Center Benchmark contact center solutions 139

TechSee

MARCH 19, 2018

Companies are increasingly turning to artificial intelligence (AI)-powered contact center solutions to meet consumers’ growing demand for better CX, reduce costs and alleviate pressure on agents. But there is still one missing element that has barred AI from radically transforming the customer experience. Computer vision.

Call Center 84

Call Center Technical Support Contact Center contact center solutions 84

VocalCom

JUNE 18, 2020

Before the pandemic even started to disrupt business, the contact center industry was already widely migrating to Cloud. Before the pandemic even started to disrupt business, the contact center industry was already widely migrating to Cloud. COVID-19: reinforcing the case for the shift to Cloud.

Cloud contact 62

Cloud contact Contact Center contact center solutions Self service 62

8x8

MARCH 17, 2019

By expanding the footprint of these solutions beyond the traditional boundaries of the contact center, your whole business can gain the immediate insights needed to improve productivity. Speech Analytics Benefits Outside the Contact Center. It’s easy and simple to customize to the needs of your business.

Analytics 91

Analytics Enterprise Contact Center Quality management 91

Callminer

SEPTEMBER 14, 2020

Business analysts play an integral role in any industry, but they’re especially vital in call center operations. They help call centers continuously optimize their processes and provide better experiences for both call center employees and the customers or clients they interact with. Allan Borch. Van Goodwin. Carol Tompkins.

Call Center 182

Call Center Analytics First call resolution Metrics 182

VocalCom

JULY 2, 2020

The necessary acceleration of contact centers’ digitalization will bring to the fore the crucial value of the human touch. The necessary acceleration of contact centers’ digitalization will bring to the fore the crucial value of the human touch. Digitalization is quickly sweeping through contact centers.

Contact Center 62

Contact Center Self service Chatbots Virtual Agent 62

Monet Software

DECEMBER 19, 2019

How to enjoy faster, headache-free budgeting with AI-powered workforce management software. No, not the holidays—the deadline for the 2020 annual call center budget ! Contact center managers are putting the pieces together to get a full picture of their future resource needs. It’s that time of year again.

Real estate 77

Real estate Average Handle Time Contact Center Call Center 77

Fonolo

APRIL 2, 2019

We share a lot of diverse content, including lists of industry reports , links to discussion groups , and our own white papers. Last month’s Enterprise Connect conference was Amy’s debut appearance as part of the Cisco Collaboration team (the division that includes their call center business). I won’t spoil it here.

Contact Center 78

Contact Center Customer Service Call Center Enterprise 78

Fonolo

JANUARY 8, 2020

We covered Zendesk’s acquisition of Smooch here: “ Acquisitions Point to Messaging’s Future in Customer Service.”). There’s an interesting and high-stakes battle taking place right now in the world of customer service: What will be the dominant text-based channel for B2C communications? Slides are available here and video here.

B2C 67

B2C Contact Center Call Center Customer Service 67

VocalCom

JUNE 22, 2020

To operate the switch, offering intuitive and efficient digital tools for the contact centers workforce is crucial. Finding new ways to engage, train and manage agents is key: a staggering 74% of call center agents are at risk of burnout ( Toister Solutions ). Contact Center . The new paradigm of Work.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

Jive

AUGUST 9, 2018

Digital assistants and chatbots are changing the way that contact centers and customer support operate. In fact, you could even go so far as to say that AI can solve the chronic attrition rate plaguing omnichannel customer support departments in the United States. . Contact Center Attrition. In the U.S.,

Contact Center 75

Contact Center Chatbots Employee engagement Customer Support 75

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Fonolo

AUGUST 1, 2018

Google made a major announcement at their “Cloud Next” event with the launch of Contact Center AI. It was the second time this month that the contact center world was rocked by a Google announcement. Our coverage tamped down on the hype a bit: No, Duplex is Not Going to Replace Call Centers. Here you go.).

Contact Center 52

Contact Center Call Center Interactive Voice Response Chatbots 52

Jon Arnold

MAY 2, 2017

I had no business travel in April, but was away on vacation for 9 days, and had a more than full writing schedule, including writing two white papers, and prepping for several upcoming conferences and speaking spots. April 7, Toolbox.com How Will AI Tools Affect the Future of Contact Centers?

Contact Center 40

Contact Center Technology Management 40

Fonolo

JANUARY 22, 2020

Wondering what customer service or contact center conference to attend in 2020? This year, we’ve published our full selection of customer service conferences and contact center summits in North America. Customer Contact East, Ft. ICMI Contact Center Expo, Ft. Customer Contact Week, Las Vegas.

Customer Service 129

Customer Service Chief Customer Officer Contact Center Call Center 129

Fonolo

MARCH 4, 2020

There, he served as a regional sales manager before progressing to become Head of Outbound Contact Centres, a role he served in for five years before moving onto multiple leadership roles in that company. “RBC Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. This is their story. The Path to Leadership.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

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

Fonolo

MAY 7, 2015

UPDATED FEBRUARY 2020: The call center is an extremely stressful work environment. Simply knowing how to run a call center isn’t enough for success. Not for the weak at heart, only some call center managers have the grace, tenacity, and skills to handle the extreme pressures of the contact center manager’s job.

Call Center 126

Call Center Management Contact Center Coaching 126

Callminer

FEBRUARY 23, 2021

Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space. COVID-19 led to new realizations about how call centers need to operate, including a shift to remote work , system-wide stressors and important shifts in customer experience and service expectations among consumers.

Call Center 376

Call Center Technology Banking Contact Center 376

Vistio

OCTOBER 5, 2021

He continues to write books on the future of technology and CX, contribute to media debate, advises corporate leaders, and ghost-writes content for several leading global CEOs. I mean, this is around the time of the millennium, when so many companies were moving off to India, whether it was contact centers or IT development.

Chatbots 52

Chatbots Contact Center Banking Technology 52

Uniphore

JANUARY 4, 2022

Conversational AI Platform. White Papers. 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.

Enterprise 126

Enterprise Customer retention Engineering Analytics 126

Cisco - Contact Center

DECEMBER 17, 2020

The WebexOne series highlights a wave of Webex innovation to drive experiences that are 10x better than in-person interactions, help organizations collaborate seamlessly, and transform their employees and customer experiences to power an inclusive future for all. Digital-first customer experiences — when and how customers want.

Customer Experience 133

Customer Experience Contact Center APIs Analytics 133

Transparent BPO

JANUARY 14, 2020

Each year, new trends emerge that contact center executives must pay attention to, and 2020 is no different. For that reason, we thought it would be helpful to share our views on seven trends we believe will impact centers this year and the foreseeable future. Regardless, all are worth considering.

Contact Center 62

Contact Center outsourcing Average Handle Time Chatbots 62

Fonolo

JANUARY 9, 2020

Advances in communication technology are forcing rapid change in the contact center. To accommodate consumers’ growing expectations and provide 24/7 omnichannel customer support, we’re expecting to see a mass exodus, with as many as 70% of contact centers moving ‘to the cloud’ in the next 12-24 months.

Contact Center 67

Contact Center Cloud contact call center software Call Center 67

VocalCom

JUNE 16, 2020

The COVID-19 pandemic has put to the fore the importance of the contact center as a pillar of customer experience – during the height of the crisis, it became the single contact point between the brand and the customer. A positive experience makes a real difference to the bottom line.

Contact Center 62

Contact Center Cloud contact contact center solutions Call center experience 62

SmartAction

OCTOBER 2, 2018

Electrolux, the 2nd largest home appliance manufacturer in the world who sells under a variety of brand names worldwide like Frigidaire and AEG, made the transformation to AI-powered virtual agents six months ago to automate more in their contact center. Q: Which call types did you consider for automation and why?

Virtual Agent 48

Virtual Agent Average Handle Time Contact Center outsourcing 48

Fonolo

MARCH 12, 2020

Even if you provide 24/7 live support, there are many situations where a customer can’t get in contact or doesn’t have the time to wait for an agent to become available. Reviewing support tickets for customer insights is one of the things great call centers do on a daily basis. Review Your Support Tickets.

Self service 118

Self service Best practices Customer Support Chatbots 118

Transparent BPO

DECEMBER 3, 2019

To answer that question, we spoke with Peter Ryan, principal and chief analyst at Ryan Strategic Advisory , a customer experience and brand equity advisory firm that works enterprise organizations and contact center outsourcers around the globe. Here are the main takeaways from that interview.

outsourcing 62

outsourcing Customer Experience Contact Center Enterprise 62

Liveops

DECEMBER 27, 2018

When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018. Which is why we know you’ll appreciate a round-up of highlights around call center news and information. Infographic] Meet your new call center talent.

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

Liveops

DECEMBER 27, 2018

When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018. Which is why we know you’ll appreciate a round-up of highlights around call center news and information. Infographic] Meet your new call center talent.

Contact Center 48

Contact Center Customer Service Call Center Virtual Agent 48