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? It’s not surprising that many contact center leaders feel a little unsure of when, where or why to implement AI in their call center operations.

Customer Care 137

Customer Care Contact Center Software Self Service Contact Center 137

NobelBiz

FEBRUARY 6, 2024

SMS (Short Message Service ) has become a pivotal channel in the contact center industry. Ebook | Call Labeling and Blocking for Contact Centers Compliance and Regulation The regulations in the SMS world are ever-changing. Contact centers should ensure that customers explicitly opt-in to receive SMS messages.

Innovation 98

Innovation Strategy Contact Center Multi-Channel 98

NICE inContact

SEPTEMBER 26, 2019

Here’s the problem: 91% of customers expect a seamless experience when moving from one method of communication with a company to another (e.g., Yet only 24% of businesses give themselves an excellent rating in providing this seamless customer experience (CX). How can contact centers keep up with this demand?

Meeting 137

Meeting Self Service Contact Center Chatbots 137

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. The drastic changes of the past few decades have caused a complete shift to high-tech modern solutions, where software has become key in transforming day-to-day call center operations.

Call Center 59

Call Center Self Service Software Contact Center 59

Playvox

FEBRUARY 27, 2024

The term “buyer’s market” is best known for describing the state of the real estate market, but it’s also applicable to contact centers. One way to tackle the challenge is to integrate artificial intelligence (AI) into your workforce engagement strategy. In a buyer’s market, what is the future of workforce engagement?

Engagement 73

Engagement Contact Center How To Employee Engagement 73

Vonage

MARCH 26, 2018

Three years ago, Gartner predicted that more than half of businesses would implement significant changes to improve customer experience by 2018. To survive in the customer experience economy, businesses have to adapt to customer behavior. Service teams must be empowered to provide more emotive customer experiences.

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

Interactions

SEPTEMBER 8, 2023

Brands committed to creating exceptional customer experiences have turned to conversational AI solutions like Interactions Intelligent Virtual Assistant (IVA). Our AI is developed specifically for contact centers. To put it frankly, our AI is purpose built for contact centers and improved customer experiences.

Interaction 62

Interaction Self Service Customer Service Contact Center 62

NICE inContact

MAY 16, 2019

voice/chat) and digital messaging interactions in one intelligent inbox. voice/chat) and digital messaging interactions in one intelligent inbox. Read the press release , and click here to learn more about CXone and its omnichannel customer experience. This is omnichannel done right.

Omni-Channel 136

Omni-Channel Contact Center Consumers Interaction 136

Lumoa

NOVEMBER 17, 2022

The evolution of customer experience in e-commerce has grown exponentially since the pandemic making customer experience more important than ever. Companies should aim to meet their customers’ expectations by continuing to fine-tune their customer experience (CX) programs. Offering a Personalized Experience.

e-support 208

e-support Customer Experience Social Media Chatbots 208

Uniphore

AUGUST 31, 2021

Now that researchers are pushing the boundaries of artificial intelligence, AI approaches learning with similar, if still rudimentary, methods. Supervised learning is best suited for things like: Structured data. Unsupervised learning is best suited for things like: Exploratory analysis (i.e., Desired outcomes (i.e.,

Analysis 100

Analysis Travel eBook Contact Center 100

Kustomer

JANUARY 7, 2024

This means having a system in place that records contact information, conversation histories, and other relevant customer data. Add-on features and integrations : The right tool will offer a suite of add-on features and integrations, allowing you to expand its capabilities as needed. Cons: Drift does come with some drawbacks.

Omni-Channel 97

Omni-Channel Self Service e-support Knowledge Base 97

CSM Magazine

JUNE 8, 2023

Merseyside based contact centre with 1500 people chooses technology to support ambitious growth plans. Calabrio , the workforce performance company, has announced that business process outsourcer (BPO) The Contact Company (TCC) has selected Calabrio ONE software to support the company’s ambitious growth plans.

Company 52

Company Multi-Channel Contact Center Customer Centricity 52

CSM Magazine

OCTOBER 10, 2023

Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. The experience a company provides is as important as its products or services, as confirmed in a study by Salesforce of nearly 17,000 consumers worldwide.

Average Handle Time 59

Average Handle Time Multi-Channel Contact Center Metrics 59

Magellan Solutions

AUGUST 11, 2023

Artificial Intelligence (AI) tools are crucial in revolutionizing website development. AI-driven algorithms that monitor user behavior, preferences, and trends provide intelligent website recommendations and layouts to improve the user experience. It provides an unmatched experience that encourages return visits.

Tools 98

Tools User Experience Competitive Advantage Trends 98

Uniphore

JANUARY 25, 2022

However, in artificial intelligence (AI), the feeling is anything but cautious. Every conversation we have contains a deep undercurrent of emotional data that we, as humans, interpret and respond to unconsciously. We’re seeing the same mass adoption of Conversational Automation today. And it’s a two-way street.

Healthcare 130

Healthcare Video Banking Contact Center 130

CSM Magazine

APRIL 25, 2023

Contact centres offer new opportunities for agents to shine, but they are not for the faint-hearted. Contact centres are an integral part of delivering customer service. Blend product knowledge and problem-solving with softer skills such as empathy and active listening, the hallmarks of good customer conversations.

Self Service 52

Self Service Contact Center Analytics Call Recording 52

Comm100

JULY 11, 2019

No matter what kind of work you do, it’s getting harder and harder to steer clear of conversations about how artificial intelligence is poised to change everything. Closer to home and much more practically, let’s take a look at how AI is changing the contact center and customer experience, and where the impact is most significant.

Contact Center 117

Contact Center Chatbots Analytics Effort Score 117

NICE inContact

JULY 12, 2019

Even when you’re already convinced of the advantages of digital customer service, there’s a series of steps to take before actually integrating a new system into your call center software. 1) Problem: Convincing the C-suite. Hard numbers are important to the C-suite, and for good reason. Time is money, right?

Customer Service 136

Customer Service Net Promoter Score Call Center How To 136

Talkdesk

SEPTEMBER 9, 2020

This tendency, coupled with increasingly mature artificial intelligence (AI) technologies, has raised attention to the role and impact of virtual agents in contact centers and customer experience (CX). A virtual agent is a customer assistant that can autonomously solve customer issues through a conversational experience.

Virtual Agent 65

Virtual Agent Self Service Contact Center Knowledge Base 65

NobelBiz

JANUARY 16, 2024

Are you struggling to boost customer satisfaction, enhance agent efficiency, or increase lead generation in your contact center? So, as a call center owner, manager or supervisors how do you tackle these difficult challenges and improving the overall performance within your contact center?

Call Center 52

Call Center Contact Center Contact Center Software Call Recording 52

Avaya

JULY 24, 2019

Brands are built on the great experiences that employees deliver to customers, starting with the contact center. As the core of customer experience, it’s crucial that organizations prioritize the engagement their agents need for effectively serving customers. Conversational Intelligence. AI-enhanced Desktop.

Contact Center 82

Contact Center Net Promoter Score Knowledge Base Policies 82

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.

Contact Center 52

Contact Center Chatbots Comparison Training 52

eGain Blogs

APRIL 10, 2023

Layoffs are rampant and you got the directive from the C-suite to cut operational costs yesterday! According to them, knowledge management (KM) is the #1 technology that simultaneously improves operational performance, customer experience, and employee experience, and we agree. How do you go about doing it?

Self Service 52

Self Service Management Contact Center Average Handle Time 52

NobelBiz

JULY 4, 2023

These are instrumental in enhancing agent utilization, customer experiences and shaping business strategy. AI in the context of the contact center world isn’t really a ‘wow’ feature anymore. According to a report by Mordor Intelligence , the AI market in call center applications is anticipated to witness a CAGR of 25.8%

Interaction 52

Interaction Call Center Engagement Contact Center 52

West Monroe

SEPTEMBER 17, 2023

Following previously hot consumer pushes in VR and crypto, it’s valid to be skeptical of the most recent fad in the business world: generative artificial intelligence (Gen AI). They’ve had difficulty with lead conversion rates and retaining customers after a one-off purchase from their site.

Sales 52

Sales Marketing How To Effort Score 52

ShepHyken

APRIL 5, 2019

This week we feature an article by Irina Kirnos who writes about how chatbots are customer experience tools that are changing the way that companies interact with their customers. These virtual customer experience tools are transforming the way that companies interact with their customers in the contact center environment.

Chatbots 114

Chatbots Customer Experience Contact Center Ecommerce 114

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

Playvox

APRIL 4, 2023

Every workplace has its pros and cons, but contact center agents have one of the toughest jobs out there. Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. Burnout Burnout is at the heart of poor emotional well-being in a contact center.

Contact Center 78

Contact Center Average Handle Time Study Feedback 78

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? The Need for Hyper Efficiency in Call Centers As a call center operations manager, you need to stay on top of the latest trends in hyper efficiency to ensure that your organization is successful.

Contact Center 52

Contact Center Call Center Management Gamification 52

ShepHyken

JULY 17, 2023

Each week, I read many customer service and customer experience articles from various resources. 5 Factors That Make for a Great Employee Experience by Tiffani Bova (Harvard Business Review) Decades of business strategy have urged leaders to concentrate the bulk of their business efforts on the customer experience.

Customer Service 62

Customer Service Chatbots Retail Customer Satisfaction 62

Call Experts

FEBRUARY 17, 2022

The answer always lies in your customer experience. Great experiences lead to loyal customers who buy more from you in the future. If you want to make a change, consider hiring experts who can look at your entire process and implement award-winning contact center solutions. How do you improve customer service?

Contact Center 98

Contact Center Customer Service Self Service How To 98

Experience Investigators by 360Connext

JANUARY 5, 2021

As companies move from thinking about customer experience objectives to acting on them, they need to turn generalized well-wishes into specific strategies, plans, and disciplines that will define their “way.” It’s easy to TALK customer experience. Assure your customer experience mission is defined and communicated.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

CSM Magazine

JUNE 17, 2022

Chief Strategy Officer says artificial intelligence services and new automation processes, can raise work from home productivity. A new report out from artificial intelligence cloud provider ASAPP reveals that 85% of customer service agents don’t want to return to the office. Conversation Summarization 36%. Knowledge Search 44%.

Report 52

Report Contact Center Travel Technology 52

UJET

DECEMBER 17, 2020

Natural language processing (NLP) is a branch of artificial intelligence that uses machine learning algorithms to help computers understand natural human language—not just what people are saying but also what they mean when they say it. The result for customers is more natural and satisfying experiences and loyalty and revenue for companies.

Examples 72

Examples Virtual Agent Self Service Chatbots 72

UJET

DECEMBER 17, 2020

Natural language processing (NLP) is a branch of artificial intelligence that uses machine learning algorithms to help computers understand natural human language—not just what people are saying but also what they mean when they say it. The result for customers is more natural and satisfying experiences and loyalty and revenue for companies.

Examples 72

Examples Virtual Agent Self Service Chatbots 72