AWS Machine Learning

MARCH 29, 2024

Amazon Lex provides advanced conversational artificial intelligence (AI) capabilities to enable self-service support for your organization’s contact center. With Amazon Lex, you can implement an omnichannel strategy where customers engage via phone, websites, and messaging platforms.

Contact Center 96

Contact Center Chatbots Self Service Touchpoint 96

Lumoa

JUNE 23, 2021

In the past, contact centers could stay ahead of the curve as long as they ensured to utilize the right solutions and tools to service customers. According to a survey, CCaaS will grow to be the favored adoption model by 50% of contact centers by 2022.

Trends 208

Trends Self Service Contact Center Omni-Channel 208

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. Technology always needs focus.

Contact Center 79

Contact Center Trends Omni-Channel CRM 79

NICE inContact

MARCH 28, 2019

It often eliminates the “on hold” frustration of voice calls and lets contact centers increase productivity by having agents work with 3 or 4 customers at the same time. Chatbots are the most common application of AI for customer self-service and are not as successful (yet), as the hype would indicate.

Chatbots 149

Chatbots Self Service Virtual Agent Contact Center 149

Pointillist

SEPTEMBER 28, 2021

According to Forbes, poor customer service is costing businesses more than $75 billion a year. The pressure to reduce contact center costs is immense. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40

Think Customers

OCTOBER 4, 2021

Chatbot and messaging capabilities are the essential tools needed to provide this 24/7, personalized customer service. Chatbots and messaging each serve a vital role in the overall customer journey, and contact centers need to know when is the right moment to deploy an automated or human response. What’s a chatbot?

Chatbots 52

Chatbots Self Service Contact Center Omni-Channel 52

Interactions

JULY 29, 2020

While digital channels are increasingly a growing means for consumers to reach their utility when service is required, the majority of customer care issues are still handled by contact center agents. ” These routine transactions include checking on account status, modifying service, or making payments.

Self Service 71

Self Service Contact Center Virtual Agent Call Center 71

BlueOcean

FEBRUARY 24, 2016

One of our most popular blog posts focuses on which contact center predictions from the past few years have come true in the world of outsourced customer service. In the contact center industry, this will be critical to how we evolve – and not just through the quality of the service experience via phone channel.

Customer Service 136

Customer Service Contact Center Call Center Self Service 136

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Customer service has the power to make or break a company. Contact Customers on their Preferred Channel.

Contact Center 45

Contact Center Customer Engagement Engagement Customer Service 45

Magellan Solutions

JULY 29, 2021

The coronavirus pandemic has been tough on the contact center services Philippines and on a global level. . Your platform can take the initiative on outbound calls, helping your team sort through hundreds of prospects to find the people most likely to want your services or products. Lead Generation Call Center. .

Call Center 52

Call Center Self Service Social Media Omni-Channel 52

NICE inContact

MAY 21, 2019

In a way, self-service in the contact centre is kind of like a buffet: You need a strategy, or you might overeat or miss all the best dishes. It seems like self-service options are everywhere these days. And I know I am not the only fan of faster self-service. What’s your strategy? Many Options.

Self Service 136

Self Service Strategy Virtual Agent Chatbots 136

Playvox

MARCH 19, 2024

Some of the most common uses of AI have been game changers: Virtual assistants like Siri guiding us on our way and finding information in an instant Fraud detection from our financial institutions Medical diagnoses and healthcare Contact centers are no exception and stand to gain significant business and operational benefits from AI.

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

Verint

MAY 1, 2018

Today Verint announces a line-up of conferences and digital events taking place in May that focus on digital and omnichannel customer service, GDPR compliance, automation and artificial intelligence, as well as the upcoming Engage TM global customer conference. CRMXchange Roundtable: Digital Customer Service—IVR, Chat, SMS and VA.

Self Service 22

Self Service Customer Engagement Engagement Omni-Channel 22

NobelBiz

FEBRUARY 21, 2023

Call centers have developed dramatically over the past few years and will continue to do so in 2023. While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

NobelBiz

FEBRUARY 15, 2023

Call centers have developed dramatically over the past few years and will continue to do so in 2023. While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

Calabrio

JANUARY 6, 2016

CEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. When it comes to the power of IoT and data, it’s high time customer engagement gets involved, and it all begins with the contact center. Here are my 7 predictions and key advice on where the contact center is going in 2016 and beyond.

Customer Engagement 133

Customer Engagement Omni-Channel Engagement Self Service 133

Upstream Works

JANUARY 18, 2022

No area of business has been impacted by the great resignation more than the contact center. Many organizations were focused on improving customer experience and digitizing the contact center just two years ago. Now, they are unable to meet basic service levels.

Contact Center 78

Contact Center Virtual Agent Self Service Knowledge Base 78

UJET

MARCH 22, 2021

We gravitate to the shinier objects and tend to focus more on the agent experience, omnichannel, and artificial intelligence. When the pandemic first started, contact center operators were scrambling to support agents working from home. We’ll guide them to answers for more self-servicing and deflection.

Virtual Agent 82

Virtual Agent Self Service Contact Center Customer Journeys 82

NICE inContact

MARCH 28, 2018

Of the many metrics that Contact Center Executives care about, here are some key ones that directly impact customer experience: Customer Satisfaction (CSAT) – This continues to be the #1 direct measure on customer experience. Average Handle Time (AHT) – This is one of the most significant metrics when it comes to driving down costs.

Self Service 120

Self Service Metrics Customer Experience Contact Center 120

NobelBiz

MAY 24, 2021

The difference between on-premise vs. cloud contact center is a topic that has become increasingly prominent in the industry. In fact, an organization debating whether to use a cloud service or an on-premise solution must first assess its true needs. What are the types of call center technologies?

Contact Center 52

Contact Center Call Center Software Virtual Agent 52

NICE inContact

SEPTEMBER 17, 2019

By combining NICE inContact with SmartAction’s AI-powered virtual agent, DSW ultimately found the right human-machine balance without compromising an ounce of CX. Moreover, AI-powered customer self-service has boosted their CX as customers no longer wait in queue for routine (now automated) transactions related to order management.

Self Service 139

Self Service Virtual Agent Customer Experience Average Handle Time 139

Kustomer

JUNE 27, 2022

These features can include, but are not limited to: Improve response times Personalize customer engagement Track employee performance Scale smartly Streamline self-service Enhance the agent experience. Here are CX trends to stay on top of: Personalization Efficiency Self-service Human empathy.

Software 98

Software Tools Customer Service Self Service 98

CSM Magazine

NOVEMBER 3, 2022

Waterfield Tech, a leading global customer engagement solutions provider, today announced research findings detailing a significant lag in the adoption of conversational AI in the contact center. Additional findings from Waterfield Tech’s research include: The Value of Investing in the Contact Center. 80% are using voice.

Virtual Agent 52

Virtual Agent Telecommunications Contact Center Customer Experience 52

UJET

SEPTEMBER 15, 2020

Contact Centers Need a Single Source of Truth in Data. In the most basic enterprise customer service toolset, there’s a contact center platform (or ACD), customer relationship management solution (CRM), and workforce engagement solution ( WEM ). But in practice, these integrations are almost never perfect.

Data 78

Data Customer Experience Contact Center CRM 78

UJET

SEPTEMBER 15, 2020

Contact Centers Need a Single Source of Truth in Data. In the most basic enterprise customer service toolset, there’s a contact center platform (or ACD), customer relationship management solution (CRM), and workforce engagement solution ( WEM ). But in practice, these integrations are almost never perfect.

Data 56

Data Customer Experience Contact Center CRM 56

Comm100

FEBRUARY 16, 2018

That is why reducing customer effort was voted the number one priority for contact centers in 2018. This statistic comes from CCW Digital’s latest Winter Executive Report – a report that analyzes the customer service priorities of several organizations to discover the most popular goals and strategies for call centers in 2018.

Customer Service 102

Customer Service Social Media Chatbots Knowledge Base 102