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 120

Self Service Interaction Multi-Channel Contact Center 120

SurveySparrow

JANUARY 9, 2024

Using AI tools for market research is a game changer. This blog will look into the top AI market research tools, their features, and pricing! This blog will look into the top AI market research tools, their features, and pricing! But, before that… What is an AI Market Research Tool?

Tools 52

Tools Marketing Strategy Analysis 52

Talkdesk

MARCH 12, 2021

In this guest blog post, Gans Subramanian, founder and managing director at B-Trnsfrmd , shares five reasons that make Talkdesk his CCaaS solution of choice. Founded to bring a paradigm shift into the realm of call center solutions, it became the first CCaaS unicorn startup in 2018. Speech Analytics. AppConnect.

Call Flow 91

Call Flow Contact Center Abandon Rate Omni-Channel 91

TechSee

JUNE 25, 2019

Artificial intelligence (AI) – the science that deals with the creation of human-like learning and reasoning capabilities – has been catapulted into the spotlight in recent years. It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers.

Technology 122

Technology Customer Service Contact Center Gamification 122

Avaya

APRIL 10, 2019

This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. IT and business leaders rate Artificial Intelligence (AI) as the No. 2 technology they expect to transform Digital Customer Experience (DCX), behind customer success analytics tools. AI Hype Isn’t All Hype. 39% growth in digital sales.

Contact Center 71

Contact Center Self Service Virtual Agent Analytics 71

AWS Machine Learning

FEBRUARY 6, 2023

This blog post is co-written with Bruno Mateus, Jonathan Diedrich and Crispim Tribuna at Talkdesk. Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots.

Self Service 68

Self Service Contact Center Virtual Agent Chatbots 68

Avaya

JUNE 26, 2019

As the white-hot core of customer experience, the contact center needs to fundamentally evolve for organizations to remain competitive in an increasingly digital world. What does this “new contact center” look like? There’s one thing all these investments have in common: artificial intelligence (AI).

Contact Center 63

Contact Center Self Service Banking Policies 63

Call Experts

MAY 8, 2019

Customer success analytics tools are essential for growing businesses. As technology advances and improves, experienced business experts are discovering that AI is the best tool for transforming the Digital Customer Experience. More than 44% of organizations are making use of AI. More Blogs Menu. Rapid Adoption of AI.

Customer Experience 65

Customer Experience Call Center Contact Center Conference 65

CSM Magazine

JUNE 12, 2023

In today’s digital age, contact centers play a critical role in customer support, sales, and overall communication between businesses and their clientele. Unfortunately, these centers have also become a target for fraudsters looking to exploit the vulnerabilities inherent in these systems.

Contact Center 52

Contact Center Multi-Channel Contact Center Software Policies 52

Think Customers

JANUARY 18, 2022

Leading contact centers understand that each person and tool has its strengths and weaknesses, and create a better customer experience when combined appropriately. To better understand this, let’s dive into the human and robotic makeup of a modern contact center. What is a contact center associate?

Contact Center 52

Contact Center Chatbots Self Service Average Handle Time 52

Avaya

JULY 15, 2019

According to Deloitte, only 9% of large contact centers effectively use desktop analytics and 61% struggle with integrating systems. According to Regalix, 67% of agents use 3-5 different applications during one customer interaction (something that can cost a typical contact center up to $1.57 In fact, the No.

Contact Center 62

Contact Center Analysis Connections Interaction 62

Talkdesk

JUNE 21, 2019

Reducing average wait time and average handle time in your contact can yield huge customer satisfaction increases for your business. One important way to reduce these important call center metrics is by reducing the amount of work it takes to wrap up previous customer interactions so that your agents are freed up to handle the next one.

Contact Center 50

Contact Center Average Handle Time Call Center Contact Center Software 50

Pointillist

SEPTEMBER 28, 2021

The pressure to reduce contact center costs is immense. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. Contact centers are now considered more than just service centers.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40

Talkdesk

SEPTEMBER 11, 2017

This is a free opportunity to hear from industry thought leaders on how to create an intelligent, efficient and customer-aware contact center through cloud, mobile and AI technologies. You will walk away with actionable tactics to immediately improve your customer interactions and design your intelligent contact center.

Contact Center 47

Contact Center Social Media Consulting Analytics 47

Uniphore

JANUARY 4, 2022

Conversational AI Platform. Conversational AI. Emotion AI. Speech Analytics. 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.

Contact Center 317

Contact Center Innovation Multi-Channel Customer Retention 317

SmartKarrot

MAY 11, 2023

“85% of employers say they directly benefit from AI in the workplace” – MIT Sloan Management Review The difference between conversation and conversational intelligence and how they can improve the customer experience.

Chatbots 10

Chatbots e-support Travel Sales 10

AWS Machine Learning

JULY 29, 2022

Establishing highly efficient contact centers requires significant automation, the ability to scale, and a mechanism of active learning through customer feedback. In traditional contact centers, one solution for long hold times is enabling self-service options for customers using an Interactive Voice Response system (IVR).

Contact Center 99

Contact Center Self Service Resources Average Handle Time 99

BirdEye

DECEMBER 26, 2023

Read this blog post to learn more about VoIP services and pick the best VoIP service for your business. VoIP services convert speech into small digital signals and transmit them over the internet or similar networks. Analyze the productivity across departments and customer interactions with in-built analytical tools.

Call Recording 111

Call Recording Video System Communication 111

CSM Magazine

AUGUST 8, 2023

Discover the secret to agent wellbeing in your contact centre with hints and tips that work. It’s a welcome shift because for most contact centre managers, agent stress is the biggest labour issue on their minds and it’s diminishing the customer experience (CX). References – State of the Contact Center 2022.

Employee Engagement 52

Employee Engagement Engagement Gamification Analytics 52

ViiBE Blog

JULY 30, 2021

ViiBE Blog. What is a contact center? Call Center , Customer experience , Remote operations. Considered a relatively new solution, contact center is an omnichannel customer support platform. What is an inbound contact center? How to enhance the contact center experience.

Contact Center 52

Contact Center Self Service Call Center Transportation 52

Thematic

JUNE 13, 2023

In this blog post, we’ll discuss: What Voice of Customer (VoC) is The benefits of using Voice of Customer tools The 8 best Voice of Customer tools What is Voice of Customer (VoC)? They then use advanced analytics to categorize feedback and identify trends and patterns. Like Medallia, InMoment also leverages the power of AI.

Voice of Customer 62

Voice of Customer Tools Customer Experience Net Promoter Score 62

Avaya

MAY 6, 2019

AI is driving truly revolutionary capabilities in the contact center that play into the sweeping trend of digital transformation. Organizations understand this, with 94% agreeing that effective AI can transform the performance of their contact center. Q: Let’s start simple: Why AI in the contact center?

Contact Center 77

Contact Center Chatbots Healthcare Wait Times 77

Beyond Philosophy

MAY 12, 2022

It’s the convergence between behavioral science, AI, and data. The voice of customers is another set of data that people can use to feed the AI and receive great insights about how they improve working with that customer, Fleischaker explains. Fleischaker has a great example of a firm doing this well on the contact center side.

Customer Insights 78

Customer Insights Contact Center Voice of Customer Analysis 78

Kustomer

JUNE 27, 2022

Personal Customer Service Calls Call Center The 1-800 Number Interactive Voice Response (IVR) Technology Customer Relationship Manager (CRM) Chatbots. The most pronounced issues with these earlier versions of either the AI-free or limited AI technology were two-fold: impersonal service and a siloed customer experience.

Software 98

Software Tools Customer Service Self Service 98

Avaya

APRIL 19, 2019

AI presents a huge opportunity, possibly bigger than digital transformation itself. Yet with AI—which technically has been around for a long time though it is clearly having its moment in the sun now—the possibilities are tremendous and seemingly endless to drive social, business, and economic change. Consider the IVR.

Contact Center 70

Contact Center Abandon Rate Customer Journeys Hospitality 70

SaleMove

AUGUST 6, 2019

First Contact Resolution, or FCR, is a metric used to measure the percentage of customer complaints or inquiries that are resolved by customer service in a single interaction, whether by call, chat, or email. Business Benefits of First Contact Resolution. First Contact Resolution Done Right.

Call Center 40

Call Center Customer Satisfaction Metrics Groups 40

Pointillist

MARCH 1, 2019

For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs. Employ Customer Journey Analytics Customer journey analytics What is Customer Journey Analytics?

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

transcosmos Information Systems

MARCH 19, 2017

Contact centres have seen the biggest growth in the recent years. According to Global Industry Analysts, the global contact centers market will reach $337.8 However, a huge change that the industry is about to face is the presence of Artificial Intelligence (AI). Use the data for predictive analytics.

Industry 85

Industry Contact Center Social Media Analytics 85

Pointillist

OCTOBER 22, 2018

Since CX professionals are just starting to wake up to the idea of applying AI to improve customer experience measurement, you’re probably not sure how or where to begin. AI can help you to: Better understand your customer experience data. Use AI-based Text Analytics to Analyze Customer Feedback.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

transcosmos Information Systems

MARCH 19, 2017

Contact centres have seen the biggest growth in the recent years. According to Global Industry Analysts, the global contact centers market will reach $337.8 However, a huge change that the industry is about to face is the presence of Artificial Intelligence (AI). Use the data for predictive analytics.

Industry 48

Industry Contact Center Social Media Analytics 48

Pointillist

MARCH 1, 2019

For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs. But how exactly will customer journey analytics work in a call center operation?

First Call Resolution 40

First Call Resolution Self Service Call Center Effort Score 40

Uniphore

JULY 30, 2021

We are poised to democratize AI and automation so that citizen developers can collaborate with developers and data scientists to make the world of CX better for everyone, with clicks not code. of AI and Robotics users say that their customers rate their CX highly on the NPS scale. Design Experiments Using AI and Low Code Automation.

Innovation 246

Innovation Contact Center Average Handle Time NPS 246

AWS Machine Learning

NOVEMBER 30, 2023

We believe generative AI has the potential over time to transform virtually every customer experience we know. Innovative startups like Perplexity AI are going all in on AWS for generative AI. And at the top layer, we’ve been investing in game-changing applications in key areas like generative AI-based coding.

Training 127

Training e-support Innovation System 127

ProProfs Chat

OCTOBER 25, 2021

In this blog, we will understand the growing importance of collecting customer feedback, discuss some must-have features, and explore over 40+ customer feedback software. Easy integration with third-party applications like Hubspot, Zapier, Google Analytics, and more. Here we go! What Is a Customer Feedback Tool.

Software 98

Software Feedback Net Promoter Score Social Media 98