BlueOcean

MARCH 13, 2023

Talk of ChatGPT is everywhere from your LinkedIn feed to the evening news to, yes, this blog. Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. But with ChatGPT in the spotlight, we wanted to bring you a deeper dive into AI in the contact center.

Contact Center 156

Contact Center Customer Experience Self Service Chatbots 156

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. How many physical centers do you operate? AI Describe your current AI capabilities and services.

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

Lumoa

JANUARY 15, 2024

Conversational commerce is all about interacting with customers through various communication tools, like live chat, chatbots, and contact centers. Similarly, AI-powered chatbots mean businesses can offer 24/7 support. Using Artificial Intelligence and Natural Language Processing AI has evolved tremendously in recent times.

Customer Experience 208

Customer Experience Chatbots How To Net Promoter Score 208

Call Experts

DECEMBER 29, 2021

At Call Experts, we are dedicated to providing supportive content every week through our contact center blogs. Because contact center blogs can be an essential tool for understanding services from a company and what it might be like as their customer. . What is a call-out line?

Contact Center 52

Contact Center Call Center Trends Healthcare 52

Bold360

AUGUST 24, 2020

Since COVID-19 is a respiratory virus, and since air filtration is recommended by the CDC to help mitigate the spread of the virus indoors, it’s no surprise that Filters Fast has witnessed a spike in outreach to its call center. Filters Fast has about 50 total employees, and none of them are data scientists or AI specialists.

Call Center 52

Call Center Chatbots Self Service Social Media 52

SaleMove

NOVEMBER 17, 2023

How can financial institutions use AI responsibly to improve call center efficiency, drive customer loyalty, and manage risk at the same time? The post Generative AI: Unpacking Impact and Implications for Financial Customer Interactions appeared first on Glia Blog | Digital Customer Service Explained.

Financial 92

Financial Interaction Call Center Loyalty 92

ShepHyken

JUNE 28, 2019

This week we feature an article by Chris Connolly that discusses h ow assistive AI blends with human-only qualities to create a new category of “superagents.”. It’s true that in China, in a case of life imitating art, state-run television is testing the world’s first AI news anchors more than 30 years after the Max Headroom television satire.

Contact Center 111

Contact Center Self Service Banking Airlines 111

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

MiaRec

OCTOBER 7, 2023

, "Did the agent resolve the matter on the first call?" and many other questions are standard call scoring questions that contact center supervisors try to answer every day. With hundreds or even thousands of calls to get through, making call scoring for quality assurance as efficient as possible is key.

Software 78

Software Contact Center Analytics Management 78

Uniphore

JUNE 22, 2021

No need to dig through thousands of threads across Quora, Reddit, Facebook, and Twitter to hear what your call center agents are REALLY saying about their jobs… We took care of that for you. Nobody was listening when these call center agents were ranting about their everyday challenges. Well, at least, we tried.

Call Center 219

Call Center Self Service Social Media Contact Center 219

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. They serve as centralized hubs for managing multichannel interactions, voice calls, emails, chats, social media, and more.

Contact Center 106

Contact Center Self Service Omni-Channel CRM 106

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. Find out what challenges they face and how AI could help.

Contact Center 87

Contact Center Training Chatbots Technology 87

Upstream Works

JUNE 9, 2022

After five years of providing what amounted to call center plumbing, we had really zeroed in on what call centers did and realized that the heart of a call center was and always will be the people that operate the phones. The contact center was even more complicated.

Contact Center 157

Contact Center Call Center Virtual Agent Omni-Channel 157

NICE inContact

SEPTEMBER 5, 2019

Will Artificial Intelligence (AI) completely transform the consumer experience and bring contact center software out of the dark ages? Keeping up with technology – and combing through all the hype that surrounds AI – can be a real challenge. Is AI to be used simply to lower cost and increase efficiency?

Customer Care 137

Customer Care Contact Center Software Self Service Contact Center 137

Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on.

Call Center 246

Call Center Self Service Contact Center Case Study 246

Uniphore

JUNE 16, 2021

How to Train and Onboard (Work From Home) Contact Center Agents in 2021. How do you shorten the learning curve in the contact center and retain more agents when 91% of agents are likely to quit in 2021? There’s no way around it: How contact centers currently train and onboard agents is completely messed up. Read on to learn why.

Contact Center 204

Contact Center Training Call Center How To 204

Uniphore

NOVEMBER 18, 2021

Emotional Intelligence: An Overview While it may sound like a loose plot for the latest artificial intelligence (AI) Hollywood blockbuster, using machines to understand customer emotion is now very much a reality. Amazon is honing its Alexa AI tool ?to An emotion AI system is also?capable Emotion AI ?assesses

Roadmap 162

Roadmap Call Center Policies Brands 162

Uniphore

JUNE 9, 2021

In the contact center, the leading driver of improvements has been automation. Say goodbye to outdated Employee Experience (EX) metrics and KPIs How is your contact center currently measuring EX? If you’re like many contact centers, you’re probably looking at metrics like AHT and error rate.

Engagement 246

Engagement Contact Center How To Metrics 246

NICE inContact

NOVEMBER 20, 2017

Together with its “big brother”, the voice portal, IVRs have been part of contact center solutions for decades, and there is no reason to believe that they will go away any time soon. The advantages of IVRs for call centers are well known. But AI is starting to play a role in shaping the customer experience, too.

Self Service 241

Self Service Interaction Multi-Channel Contact Center 241

MiaRec

JANUARY 9, 2023

Call centers have long used manual call scoring to ensure quality assurance. But with advances in AI and Voice Analytics , automated call scoring is quickly becoming the preferred method for many contact center managers.

Contact Center 83

Contact Center Call Center Analytics Software 83

Uniphore

NOVEMBER 16, 2021

Traditional banks did amazingly well in playing catch-up on digital transformation, but they didn’t necessarily perform as well when responding to the overwhelming volume of ensuing contact center interactions. Banking contact center interactions are expected to remain elevated through 2024.

Banking 130

Banking Net Promoter Score Contact Center eBook 130

Uniphore

JUNE 17, 2021

3 Ways to Boost FCR and Reduce Customer Churn With AI & RPA. Few KPIs have a bigger influence on the customer experience than First Call Resolution (FCR). When customers call in with an issue, they expect it to be solved then and there. This stress, in turn, feeds into employee attrition rates—a major call center pain point.

Self Service 182

Self Service Call Center First Call Resolution Social Media 182

NobelBiz

MARCH 26, 2024

CXA stands for Customer Experience Automation, a strategic approach that integrates automation tools and software within call centers to enhance the customer journey. Customer Experience Automation can encompass a range of technologies such as AI and Machine Learning, Chatbots and IVR Systems, Data Analytics and Insights.

Self Service 52

Self Service Customer Experience Contact Center Customer Journeys 52

Upstream Works

JANUARY 31, 2023

As 2023 unfolds, a key theme for contact center leaders to watch is reinforcing the connection between customer experience (CX) and agent experience (AX). CX must always remain the primary focus for the contact center –this recent blog post identified two 2023 trends that will have a major impact on CX.

Trends 78

Trends Contact Center Customer Journeys Touchpoint 78

Uniphore

JUNE 10, 2021

3 Ways Call Center Coaching is Leading to Customer Churn. Why then do so many call centers struggle to convert coaching into real, measurable results? Research shows that agent retention rates were nearly double the average when coaches spent 60 percent or more of their time on the call center floor.‡

Call Center 147

Call Center Contact Center Average Handle Time eBook 147

NICE inContact

JULY 26, 2019

Think adding artificial intelligence (AI) to your contact center means dramatic technology shifts? Adding AI actually doesn’t require a big investment or big changes to deliver a big return. Explore why in our latest whitepaper, AI for CX: Practical Investments, Proven Return. How does a contact center meet these demands?

Contact Center 137

Contact Center Chatbots Call Center Analytics 137

BlueOcean

DECEMBER 18, 2018

And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. Here’s the short list of the best questions to ask about AI in the contact center. Looking for more contact center RFP questions? 3 How are you prepared for the future of AI?

Contact Center 195

Contact Center Self Service Chatbots Case Study 195

SaleMove

JULY 22, 2022

Glia’s AI-powered banking chatbot offers much-needed relief to call centers, freeing up agent time to focus on personal, high value conversations. The post How AI-Powered Virtual Assistants Can Improve Employee Retention appeared first on Glia Blog | Digital Customer Service Explained.

Call Center 88

Call Center Chatbots Banking Customer Service 88

MiaRec

NOVEMBER 14, 2023

Contact centers are at the forefront of customer interactions, making data analysis an essential part of improving customer service, agent performance, and overall efficiency. Two primary approaches to data analytics in contact centers are real-time analytics and post-call analytics.

Contact Center 52

Contact Center Analytics Analysis Customer Insights 52

MiaRec

NOVEMBER 14, 2023

Contact centers are at the forefront of customer interactions, making data analysis an essential part of improving customer service, agent performance, and overall efficiency. Two primary approaches to data analytics in contact centers are real-time analytics and post-call analytics.

Contact Center 52

Contact Center Analytics Analysis Customer Insights 52

NICE inContact

SEPTEMBER 26, 2019

You can bet it has something to do with strategic artificial intelligence (AI). Let’s start by looking at why businesses are turning to AI. How can contact centers keep up with this demand? Keeping up with evolving technology – and combing through the hype that surrounds AI – can be a real challenge.

Meeting 137

Meeting Self Service Contact Center Chatbots 137

Uniphore

JUNE 15, 2021

Call Center Life. Your Call Center Is a Glass House. From toxic interactions to unrealistic expectations, unhappy agents have made a glass house out of call center life. From toxic interactions to unrealistic expectations, unhappy agents have made a glass house out of call center life.

Call Center 162

Call Center Social Media Contact Center System 162

ShepHyken

AUGUST 31, 2018

This week we feature an article by Yura Filimonov who shares some of the many ways we can use AI to provide customer support. – Shep Hyken. The hype around AI is high, but it may seem unclear to businesses, whether they’ll benefit from it themselves. In fact, LG pledged to include AI in every home appliance they make.

Self Service 74

Self Service Chatbots Social Media Insurance 74

NICE inContact

JULY 31, 2019

We’ve heard lots about how Artificial Intelligence (AI) is redefining customer service — and it really hit home for me last week while I was out enjoying dinner and a show with my mother. Is conversational AI the next big thing in customer experience? Conversational AI: Solving problems for the contact center.

Customer Experience 141

Customer Experience Self Service Contact Center Banking 141

TechSee

AUGUST 14, 2023

He grew Call Centre Helper Magazine’s audience from 40,000 visitors a week to well over 100,000, in just a few years, and certainly knows how to create engaging content that keeps people coming back for more! She hosts a popular podcast called The Human Duct Tape Show, listed #1 on Inc.’s Follow on LinkedIn John R.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Beyond Philosophy

DECEMBER 28, 2023

This year has been the year of AI. For example, I asked him about the short-term implications of AI, meaning in the next one to five years. For example, I asked him about the short-term implications of AI, meaning in the next one to five years. Mead says that he believes AI will reduce customer effort in experiences.

Self Service 89

Self Service Airlines Conference Call Center 89