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AI & CS: Innovate or stagnate

Totango

Inconsistent post-call follow-up : According to a recent Deloitte report, one-third (35%) of a CSM’s time is spent driving follow-ups and pulling materials post-customer meetings. AI-powered chatbots, automated tasks, and workflows from tools like Help Scout, Custify, and Zendesk can streamline support processes.

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5 things we love about Talkdesk

Talkdesk

Its agent console—Callbar—is built intuitively wherein an agent can handle all their tasks, from taking call notes, choosing outbound caller ID and selecting call disposition codes, to easily access all the integrated systems and autosave files and records. Reporting and dashboards. Advanced reporting and dashboard.

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Beware Skinny Sweet Shop Owners – Are Contact Centres Missing Out on Tasty Customer Data?

CSM Magazine

Start with the wealth of information held in call recordings and post call surveys – is it chatbot containment? Think about: Operational Efficiency —such as checking for situations that should have been contained within a chatbot dialogue or is a growing potential category for self-service inclusion.

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How to Deliver An Outstanding Omnichannel Customer Experience

Playvox

Zendesk reports that only one-third of contact centers are omnichannel, so there’s a real competitive advantage to offering your customers a more fluid experience. Both serve customers in multiple channels, but a multichannel environment doesn’t connect those channels — every interaction is siloed.

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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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Generative AI and multi-modal agents in AWS: The key to unlocking new value in financial markets

AWS Machine Learning

The following are a few popular use cases: Smart reporting and market intelligence – AI can analyze various sources of financial information to generate market intelligence reports, aiding analysts, investors, and companies to stay updated on trends. Data exploration on stock data is done using Athena.

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4 ways customer feedback can help with your marketing goals

Survicate

As reported by Hubspot Research, a predominant 70% of fast-growing companies unhesitatingly define customer success as very important. In this approach, the benefit for the marketing department lies in the domain of sales calls recordings. Last, but not least: learn from a chatbot. This, of course, can go a long way.