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3 Practical Ways AI in the Contact Center Gets Real

Comm100

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. Specifically, we’ll focus on three applications of AI that will forever change how we build and run contact centers: Chatbots, analytics, and the agent experience.

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11 Customer Experience Trends for 2016 (The Year of Emotion)

Experience Matters

With this post, I’m declaring 2016 “ The Year of Emotion.”. We saw a surge of interest in the topic of culture in 2015, and we expect even more executives to begin the long-term journey of culture change in 2016. Effort Metric Expanding. Every interaction has three components: Success, Effort, and Emotion.

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Meeting the needs of contact center agents

Eptica

Date: Wednesday, May 18, 2016 Meeting the needs of contact center agents. Published on: May 18, 2016. Author: Anne-Merete Jensen Delivering a great customer experience is vital to every organization today – and much of the responsibility for delivering this comes down to contact center agents.

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ICMI Contact Center Expo: The Top 10 Sessions You Won’t Want to Miss

Stella Connect

This year’s ICMI Contact Center Expo & Conference in Orlando (May 22-25) promises to be quite an event. These are the topics we feel are particularly important for contact center leaders to focus on in their efforts to build world-class service organizations and stronger brands. Keynote Presentations.

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Everything You Need to Know About the Philippine Call Center Industry

Magellan Solutions

However, India started losing ground to the Philippines when fraudulent activities of Indian call centers were exposed in 2016. With the rise of such malpractices in the country, their BPO industry has lost call center businesses to the Philippines over the years. A Brief History of the Call Center Industry in the Philippines.

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The 5 trends brands need to address for improved customer service

Eptica

compared to January 2016, marking the fourth straight improvement in results. However, digging deeper reveals five key trends that companies need to address if they are to continue to score highly for customer satisfaction: 1. Customers are being asked to do more The overall Customer Effort Score is up by 0.3,

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3 Ways to Improve the Effectiveness of Your Digital Customer Service

Clarabridge

It is clear that improving your digital efficiency can be an opportunity to minimize costs for your contact center and improve the overall experience for your customers. As suggested in a 2016 report by Creative Virtual, introducing a virtual assistant for customer service can improve chat and phone service levels by 10-15%.