Comm100

JUNE 5, 2018

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. Out of these benefits, two concrete benefits of AI in the contact center stand out.

Contact Center 121

Contact Center Call Center Self Service Chatbots 121

PeopleMetrics

JULY 20, 2020

You probably interact with customers in a variety of ways: website, app, contact center, location, field services, etc. That’s right, you can save a potentially lost customer who recently had a poor experience by systematically following up with them BEFORE they take it to social media.

Strategy 163

Strategy CEM Touchpoint Customer Centricity 163

PeopleMetrics

JULY 17, 2018

New customers may see the change as a bait and switch, while those close to renewal of their contract may think about switching to another carrier, and they begin to flood social media with complaints. visit to store, call to contact center, visit to website). This is an excerpt from Listen Or Die by Sean McDade, PhD.

Measurement 210

Measurement CEM Telecommunications Wireless 210

OpinionLab

DECEMBER 17, 2018

Myspace was introduced on the internet signaling a new era of social media. Founded in 2001, ForeSee developed a methodology to connect the digital experience to the bottom line through evaluative post-transaction surveys. The market we made. 1999 was a seminal year for the web.

Competitive Advantage 95

Competitive Advantage Ecommerce Voice of Customer Social Media 95

Qualtrics

DECEMBER 5, 2018

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).

Marketing 37

Marketing Survey Analysis Social Media 37

TechSee

DECEMBER 5, 2017

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. ” 2. Coveo.

Contact Center 116

Contact Center Customer Satisfaction Technology Self Service 116