Upstream Works

DECEMBER 11, 2018

However, with a firm grasp of some of the advancements that 2018 has brought us, it’s logical to predict that these will continue to make an impact on Customer Experience Management in 2019. Agent time is optimized, enabling them to devote more time to higher-value work that results in greater customer experience.

Customer Experience Management 96

Customer Experience Management Self Service Customer Experience Management 96

Avaya

JANUARY 26, 2018

To ensure fairer, safer and more efficient financial markets, MiFID II now requires firms to record communications (both phone and electronic) for the following investment services: Reception and transmission of orders. Execution of orders on behalf of clients.

Financial 51

Financial Contact Center Call Recording Communication 51

CSM Magazine

AUGUST 4, 2021

Eric Head, VP of Experience Leadership at Verint explores new opportunities to provide excellent customer service. As branches shut down due to COVID-19 regulations, customers turned to digital channels to conduct their business. Changing behaviors meant banks had to adapt quickly to meet new customer service needs.

Banking 52

Banking Self Service Customer Experience Contact Center 52

BirdEye

MARCH 1, 2024

Are you a multi-location business struggling with time zone headaches and frustrated customers? Juggling customer calls across different locations and time zones can be a nightmare. Missed calls, confused customers, and a strained support team are just a few of the consequences. How does call forwarding work?

Customer Service 57

Customer Service Multi-Channel Call Recording System 57

BirdEye

DECEMBER 26, 2023

Imagine a bustling office brimming with potential, yet held back by missed calls, network glitches, and the consequent loss of potential customers. Your business’s success critically depends on customer experience, and ensuring quality in customer interactions immensely boosts the experience.

Call Recording 109

Call Recording Video System Communication 109

Pointillist

OCTOBER 22, 2018

In a recent Forrester survey, only 35% of CX professionals reported that they are measuring how their most important customers feel about their most important experiences. The use of artificial intelligence can help you address both of these issues and make your customer experience measurement programs much more effective.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

AWS Machine Learning

NOVEMBER 27, 2023

Artificial intelligence (AI) continues to transform how we do business and serve our customers. Amazon Transcribe Call Analytics now offers a new generative AI-powered summarization capability (in preview) that automates post-call summarization to improve contact center agent and manager productivity.

Self Service 89

Self Service Contact Center Analytics Effort Score 89