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The Top 6 CX Articles of 2019

GetFeedback

We’re already halfway through 2019 and no one can deny the rising demand for better customer experiences. Companies are now using machine learning technology to improve customer experience and traditional institutions usually resistant to change are coming under pressure from a customer base that wants more. Article No.

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2019 predictions for ambitious contact centres

Vonage

We are now beyond the bot conversation stage and are starting to appreciate that AI technologies such as Natural Language Understanding and Machine Learning will turbo boost everything from routing to recruitment. Technology-Enabled Innovation. DevOps is all the rage within technology tribes. AI is one of them.

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A CX Snapshot: 2019 Insights from B2B Organizations

CloudCherry

Gartner found that over 80% of organizations expected to compete mainly based on CX in 2019. But a B2B CX initiative also requires transformational changes to your entire business operation, not just new technologies. The post A CX Snapshot: 2019 Insights from B2B Organizations appeared first on CloudCherry. Request a demo.

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Top Six Data Management Trends for 2019

datastax

Data management had a stellar 2018—with hybrid and multi-cloud taking front and center stage and continuing to dominate the data concerns of most enterprises. With another year starting, now is probably a good time to take a look at what’s to come in the world of data management for 2019 and beyond. Geospatial search.

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The Number One Factor in Your Contact Center’s Success

Speaker: Jim Rembach, President of Call Center Coach

Keeping up with constantly changing contact center technologies, economic issues, business issues, and personnel issues requires you to become skilled in a wide range of areas. June 12th, 2019 11:00am PDT, 2:00PM EDT, 7:00PM GMT You have to obtain knowledge and learn from multiple sources to be successful.

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5 Evolving Contact Center Technologies and Where the Next Year Will Take Them

BlueOcean

The adoption rate of new and evolving technologies accelerated at unseen speeds—resulting in 10 years’ worth of change within a mere 10 months. Contact center technologies are certainly in the mix of acceleration. We dug into their sentiments and expectations about the future of five key contact center technologies.

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Get the Latest Insights to Shape CX at the Gartner Customer Experience & Technologies Summit 2019

Calabrio

I’m excited to share that Calabrio is sponsoring the Gartner Customer Experience & Technologies Summit 2019 on 22-23 May in London. You’ll learn how to use technology to support voice-of-the-customer strategy and how to staff your team for success. So, how can how you can shape CX for improved outcomes at your organisation?

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The Health of the Contact Center: Are You Ready for 2019?

This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019. A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era.

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Beyond the Hype: Contact Center AI That Works

Speaker: Sam Hahn, VP of Technology & Technology Evangelist, eGain Corporation

If AI is a red-hot topic, AI and knowledge management for contact centers is white hot! Want to know how to overcome these impediments, and succeed with AI in 2019? What the top trends are, the best practices, and real-world use-cases in using these new technologies. February 26th, 2019 11:00AM PST, 2:00PM EST, 7:00PM GMT

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How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Setting aside the large costs involved in high rates of employee turnover that can result from lack of employee satisfaction and engagement, the positive results of good Workforce Engagement Management include increased performance and productivity as well as enhanced customer satisfaction and loyalty. What is Workforce Engagement Management?

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4 Strategies to Boost Agent Productivity

Speaker: Melissa Pollock, Customer Success Officer, AmplifAI

With new technologies and emerging methods, managers must be both proactive and relevant in order to keep their agents engaged. What technological infrastructure is needed to make it possible for agents to do their job, and how tech has changed. March 14th, 2019 11:00AM PST, 2:00PM EST, 6:00PM GMT

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Hybrid CX (Pt 3) - Why Organizations Feel Pressured To Go Digital And How To Help Them

Speaker: Errol S. van Engelen, Author, Speaker and Independent Advisor

Artificial intelligence, blockchain, 3D printing, the Internet of Things, and drones are some of the emerging technologies that are already transforming our world. This webinar is designed for a broad audience including business and technology professionals, as well as managers in the contact center industry.