NICE inContact

SEPTEMBER 5, 2019

It’s not surprising that many contact center leaders feel a little unsure of when, where or why to implement AI in their call center operations. Which contact center software applications are the best suited for AI? Keeping up with technology – and combing through all the hype that surrounds AI – can be a real challenge.

Customer Care 137

Customer Care Contact Center Software Self Service Contact Center 137

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

TechSee

MARCH 2, 2023

With new AI capabilities and compelling use cases being demonstrated daily, the service industry looks forward to a new generation of AI providers that answer their needs for high-quality service automation. How can your organization help me to refine and meet my service automation objectives today and further down the road?

Self Service 109

Self Service Roadmap Resources Meeting 109

Bold360

SEPTEMBER 25, 2019

Last month I had the pleasure of sitting down with Patrick Quinlan, Senior Manager for Self-Service and Analytics at Citrix. We discussed a challenge facing many organizations I have met with: How can you increase call deflection while giving customers a better experience AND solve their problems in a more efficient way?

Customer Experience 49

Customer Experience Self Service Roadmap Call Center 49

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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Contact Center

NobelBiz

NOVEMBER 6, 2023

In today’s fast-paced digital environment, intelligent automation has become a powerful force, propelling change within call centers across the globe. Contact centers serve as the lifeblood of customer service for countless businesses, and the integration of intelligent automation holds the key to unlocking their full potential.

Call Center 105

Call Center Self Service Contact Center Customer Service 105

Qualtrics

APRIL 27, 2020

What is unusual about the current surge is that it is unprecedented - just about every organization everywhere in the world is affected, and their roadmap for the year ahead is having to be re-written. In modern-day terms, they’d rather talk to a human than a chatbot. Forbes Solutions breed results. The payoff for doing this is huge.

Customer Care 36

Customer Care Self Service Chatbots Airlines 36