Upstream Works

DECEMBER 20, 2022

Over the course of 2022, artificial intelligence (AI) became mainstream for contact centers. As with cloud adoption, the promise of AI has become compelling enough that contact center leaders are no longer wondering if it has a place in their plans. Workflow automation is an important contact center use case for AI.

Virtual Agent 78

Virtual Agent Trends Self Service Customer Experience 78

Think Customers

MARCH 2, 2023

Citing results from Omdia’s 2023 IT Enterprise Insights survey, Myron said 59% of companies plan strategic or minor cloud technology investments for the contact center in 2023, down from 63% this year. Understand the why—and the what Call centers need to examine reasons why customers engage in the first place.

Self Service 52

Self Service Contact Center Average Handle Time Roadmap 52

Magellan Solutions

JULY 29, 2021

million people employed by call center outsourcing Philippines. . The Asian Development Bank predicts that by 2030 AI and similar technologies could displace 286,000 workers or almost a quarter of the people in the telemarketing call center Philippines. That alone relieves human agents of huge burdens and time. .

Call Center 52

Call Center Self Service Social Media Omni-Channel 52

Kustomer

JUNE 27, 2022

Customer service software and its various integrated tools can position brands of any size to stand out amongst competitors in the eyes of its most important asset: customers. Let’s explore the path to optimizing your brand with our 12 best software tools for 2022. What Are the 12 Best CS Software Tools in 2022?

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Software Tools Customer Service Self Service 98

Speaker: Sofia Burton & Tiffany O'Malley from SmartAction

Contact center leaders have faced an onslaught of burdens exacerbated by the pandemic. Agent attrition has always been a huge problem, but now the difficulties of the worker shortage make securing live agents for call centers highly competitive. Determining which calls are best for automation.

ROI