Contact Center AI – What’s out there?

Comm100

From the early days of Science Fiction and Kubrik’s groundbreaking 2001: A Space Odyssey to the more recent chess match between Deep Blue and Kasparov, AI has long captured our imaginations. How AI can be Used in the Contact Center. The Future of AI in the Contact Center Space.

11 Contact Center Technologies to Boost Customer Satisfaction

TechSee

Contact Centers appreciate: “We got our customer support sorted the day we started using Casengo to manage emails and social media posts.” Contact Centers appreciate: Enchant enables better collaboration of support teams making sure nothing falls through the cracks.

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If you want a consistent experience across all touchpoints, you must ask for customer feedback at each one

PeopleMetrics

There are five channels that we see often at PeopleMetrics: websites, mobile app, contact center, in location, and field services (in the home): Websites: refers to customers visiting websites to gather information about a company. Contact Center: an important touchpoint where customers call for more information or assistance. Online chat is another part of modern contact centers. Contact PeopleMetrics: About the Author.

Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is

PeopleMetrics

visit to store, call to contact center, visit to website). He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. The following is an excerpt from Listen Or Die by Sean McDade, PhD. As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM).

The 3 Most Valuable Types of VoC Alerts

PeopleMetrics

When a contact center representative fails to resolve a customer issue in the expected time frame. Contact PeopleMetrics: About the Author. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

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5 Top Customer Service Articles for the Month of June 2018

Comm100

Of course, there’s also the equally frightening vision of Hal from 2001: A Space Odyssey. At Comm100 we’ve covered where AI currently sits in the Contact Center world , and Andrew Friedenthal has an excellent post about how AI can benefit sales.

CX Secrets: CX Leaders Shouldn't Focus on Managing Feedback Systems

PeopleMetrics

You need to be able to talk to leadership, the contact center, the sales force, operations, etc. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform.

How to Tie Compensation to Your VoC Program

PeopleMetrics

This could be a general manager of a hotel, as well as the manager who oversees an entire region; it could be the head of the contact center or the head of field services. Contact PeopleMetrics: About the Author. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

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CX Secrets: The Importance of Aligning CX with Marketing

PeopleMetrics

If you're in multiple channels (which most brands are), the website experience should be consistent with the in-person experience should be consistent with the contact center experience, and so on.

Customer-Centric Voice of the Customer

ClearAction

“Centric” means “being at the center”, and if your voice-of-customer is asking about you, then it’s not really asking about them. A fabulous source of voice-of-the-customer is your contact center recordings of voice, chat and other interactions.

Lesson #3: VoC Is Becoming The Single Source of Truth For All Customer Feedback On CX

PeopleMetrics

Unsolicited feedback is primarily thought of as social reviews, but can also include calls to a company’s contact center to complain about an issue; or feedback through the “contact us” feature on a company-supplied app or website. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. The following is an excerpt from Listen Or Die by Sean McDade, PhD.

Websites lead the way for UK customer service

Eptica

Since 2001 Eptica has evaluated 100 leading UK companies on their ability to provide answers to 10 routine questions via the web as well as their speed and accuracy when responding to emails, Twitter, Facebook and web chat.

Technology for 21st-Century, Experience-Driven Sports Fan Engagement

Avaya

Today’s fans don’t want to just watch an event—they want to be at the center of it. Contact centers that work with and respond to the user expectations of fans at any given moment provide an enhanced and optimized experience. The right contact center will help sell out stadiums.

10 ways AI can help market researchers succeed

Qualtrics

When we see representations of artificial intelligence in the media, it’s nearly always focused on the more attention-grabbing ways things can go wrong: driverless cars entrapping us ( Minority Report) ; virtual assistants turning on us ( 2001 ); robots enslaving us (literally hundreds of movies).