AWS Machine Learning

NOVEMBER 28, 2022

Today, more than 100,000 customers across numerous industries rely on AWS for ML and AI initiatives that infuse AI into a broad range of business use cases to automate repetitive and mundane tasks—from intelligent demand planning to document processing and content moderation. At AWS re:Invent, Amazon Web Services, Inc.

Healthcare 81

Healthcare Contact Center Analytics Banking 81

AWS Machine Learning

NOVEMBER 18, 2022

First, there are many common use cases that you can address with a combination of AI/ML and other AWS services, such as Intelligent Document Processing, Contact Center Intelligence, and Personalization among others. AIM204 (LVL 200) Automate insurance document processing with AI. Reserve your seat now!

Contact Center 76

Contact Center Training Leadership Innovation 76

CSM Magazine

DECEMBER 18, 2021

If you go the extra mile and seek personalized, timely, insightful feedback from your customers, you can identify and improve contact center operations—and strengthen customer loyalty. 2021’s customers look for responsive CX in 2022.

Contact Center 52

Contact Center Average Handle Time Survey NPS 52

Calabrio

FEBRUARY 18, 2022

Ross Daniels at Calabrio looks at the recently published 2022 Agent Management Value Index Report from analyst firm Ventana Research, for insights into how to structure software selection processes – to help organizations pose the right questions to get the right answers.

Management 130

Management Contact Center Return on Investment Effort Score 130

Seaton CX

JUNE 28, 2023

Generative AI technology, like ChatGPT, should be your next contact center investment. That’s not easy on the limited budgets of contact centers and customer support teams, but it’s essential for delivering good customer service—and attracting and retaining top talent. This isn’t science fiction—it’s happening now.

Contact Center 87

Contact Center Training Chatbots Technology 87

TechSee

MARCH 7, 2023

Elizabeth has been leading the conversation on how our new connected homes and devices are changing how we live and documenting service evolution for nearly 25 years. With 20 years of contact center experience, she has successfully delivered results in the demanding, fast-paced contact center environment.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

Thematic

SEPTEMBER 13, 2022

The best text analytics software platforms for 2022 #1 Thematic Thematic - that’s us! - You can add every source of feedback into Thematic: internal (surveys, contact center, support tickets, complaints, CRM notes) and external (review sites, forums, social media). What data sources are supported?

Analytics 71

Analytics Software Self Service Analysis 71

Avaya

NOVEMBER 6, 2018

I recently had the pleasure of co-hosting a webinar with leading Communications Industry Analyst Sheila McGee-Smith titled “ How AI Drives Results in the Contact Center ” and the question posed was: “What does AI mean for those working in the contact center?

Contact Center 57

Contact Center Knowledge Base CRM Technology 57

SurveyGizmo

JANUARY 3, 2023

2022 was a difficult year for customer experience (CX). We need to improve on 2022. While true that CX reached new heights in 2021, 2022 has seen CX quality scores fall back to pre-pandemic levels in the U.S. in 2022 on our 100-point scale.”. Little changes count for a lot, and we can do better than in 2022.

Software 52

Software NPS Feedback Metrics 52

NobelBiz

MAY 25, 2023

billion in 2022 to USD 19.7 Brad Butler, Contact Center Software Consultant @NobelBiz The Importance of Customer Data in Call Centers Customer Data Platform (CDP) software allows contact centers (and other business models, for that matter) to pull in customer data from any channel, system, or data stream to build a unified customer profile.

Call Center 98

Call Center Software Data Contact Center 98

Solvvy

NOVEMBER 30, 2022

By crawling your knowledge bases, FAQs, and ticket history (plus any documentation you choose) before launch, Zoom Virtual Agent intelligently guides your customers to the right resolution. Zoom Contact Center is a robust contact center as a service (CCaaS) solution. That’s for a very good reason.

Virtual Agent 62

Virtual Agent Meeting Contact Center Chatbots 62

AWS Machine Learning

SEPTEMBER 14, 2023

This post takes you through the most common challenges that customers face when searching internal documents, and gives you concrete guidance on how AWS services can be used to create a generative AI conversational bot that makes internal information more useful. The cost associated with training models on recent data is high.

Insurance 90

Insurance Guidelines Healthcare Policies 90

eGain Blogs

JULY 27, 2022

The survey was conducted by BenchmarkPortal on our behalf in May 2022 and included US-based agents across multiple industries, including the government sector. As routine customer queries get increasingly handled by automated self-service, contact center agents are bound to get more complex queries. This data isn’t surprising.

Net Promoter Score 52

Net Promoter Score Self Service Contact Center Insurance 52

COPC

OCTOBER 28, 2022

New Zealand Employee Engagement Report, 2022. You’ll learn how satisfied contact center staff are with their jobs, understand what drives employee satisfaction and distinguish the differences between countries. Get More Insights: Employee Engagement Research Series.

Employee Engagement 52

Employee Engagement Software Engagement Management 52

NobelBiz

FEBRUARY 23, 2023

Small and medium-sized contact centers, in particular, may find this burdensome. CPaaS solution is a popular option nowadays since it provides several advantages to enterprises and contact centers. Businesses and contact centers of all sizes may benefit from the power of cloud communication at a low cost this way.

Communication 52

Communication Contact Center Contact Center Software Telecommunications 52

NobelBiz

FEBRUARY 23, 2023

Small and medium-sized contact centers, in particular, may find this burdensome. CPaaS solution is a popular option nowadays since it provides several advantages to enterprises and contact centers. Businesses and contact centers of all sizes may benefit from the power of cloud communication at a low cost this way.

Communication 52

Communication Contact Center Contact Center Software Telecommunications 52

Quadient

AUGUST 8, 2022

Mon, 08/08/2022 - 20:42. Customer communications management solutions help companies design and deliver mission-critical documents and communications, such as credit card statements, utility bills, insurance policies, account opening documents, and so on from a single, centralized system. Marissa Feigen.

System 52

System Communication Customer Experience Management 52

Horizon CX

JUNE 10, 2022

Customer journey maps encompass all the possible touchpoints customers have with a business such as websites, social channels, contact centers, sales, service, billing, and support. Click HERE to learn more about HorizonCX: Karl Sharicz – Founder, CEO – HorizonCX, LLC.

Customer Journeys 130

Customer Journeys System Net Promoter Score NPS 130

SurveySparrow

NOVEMBER 20, 2022

These are the Support Desk, Contact Center, Omnichannel Suite, and Customer Success. . Freshdesk’s Contact Center solution has three tiers of pricing: Growth, Pro , and Enterprise. Customer service reps can quickly attach a solution document from the KB to support tickets. Looking for more options?

Self Service 52

Self Service Comparison Analytics Gamification 52

ShepHyken

DECEMBER 23, 2022

It has the potential to revolutionize certain aspects of business, specifically when it comes to content marketing and contact center communications. In the contact center, Generative AI can produce content for agent coaching. The technology can produce marketing copy like newsletters, emails, and even blogs.

Communication 71

Communication Contact Center Return on Investment System 71

ViiBE Blog

MAY 20, 2021

billion active monthly users by 2022. Sharing physical documents with the rest of the team, highlighting important contract sections, clarifying particular points on billing inquiries, multilaterally adding relevant data, validating and authorising returns… Augmented Reality can (virtually) do it all.

First Call Resolution 52

First Call Resolution Transportation Average Handle Time Contact Center 52

Quadient

OCTOBER 10, 2022

Mon, 10/10/2022 - 14:40. Every business head has more problems than they can usually handle at any given time, and “changing the documents” rarely hits the top of the to-do list. From Volume to Value: Switching Customer Communication KPIs. Marissa Feigen. The cost of doing nothing can often be higher than you think.

Communication 52

Communication Banking Average Handle Time Social Media 52

Innovative CX

MAY 5, 2022

Recently my financial institution requested that I complete a document, sign and return it to them, via Fax. Throw a pandemic on top of this tectonic shift in expectations and you have a tidal wave of change impacting how we recruit and retain employees in our contact centers. Are you hiring applicants or candidates?

Culture 59

Culture Social Media Policies Communication 59

AWS Machine Learning

NOVEMBER 22, 2022

Contact centers and customer service teams can analyze on-call transcriptions or chat logs to identify agent training effectiveness, and conversation details such as specific reactions from a customer and phrases or words that were used to elicit that response.

Analysis 67

Analysis CRM System Groups 67

Magellan Solutions

APRIL 8, 2021

Here are a few more jobs under data entry: Transcribing handwritten document. Document management services. Industry experts predict that by 2022, Filipino BPO services will cover 15% of the outsourcing market. Look for a contact center that wants to grow with you. Claims data entry. Product data entry.

Data 52

Data Call Center Industry Training 52

TechSee

DECEMBER 27, 2018

With the number of mobile augmented reality users expected to reach nearly two billion by 2022 , forward-thinking companies are harnessing this powerful technology to enhance the initial customer engagement with their products, during purchase, onboarding, setup, troubleshooting or regular maintenance.

Retail 84

Retail Chatbots Consumers Video 84

Magellan Solutions

FEBRUARY 13, 2022

Most BPOs invest in the latest contact center technologies to deliver the best service. You might be asking, “How can I increase sales in 2022?” Here are the most common tasks done through LPO: Document review . Document processing and coding. The data you got from metrics can help you identify that.

Call Center 40

Call Center Resources System Customer Satisfaction 40